Complaints

At LSTM, we act with integrity and seek to be fair, equitable and transparent in our decision making. However, we understand not everything will go to plan all the time.

We see complaints as a second chance to resolve an issue and an opportunity to improve.  We also seek to resolve dissatisfaction as close as possible to the point of service delivery which will help us ‘get it right first time’ in future.

If you are unhappy with the service provided by LSTM, there are different avenues to complain depending upon your relationship with us.

Staff

If you are a member of staff (including current, prospective and former staff) please contact HR@lstmed.ac.uk

Student

If you are a student (including current, prospective and former students) please contact studentsupport@lstmed.ac.uk

Safeguarding

For more information about Safeguarding at LSTM please visit Safeguarding at LSTM | Liverpool School of Tropical Medicine.

Complaints regarding Safeguarding issues can be reported anonymously via our Vault platform.

Data Protection, Freedom of Information or Information Governance

Complaints regarding Data Protection issues (e.g. dissatisfaction with our response to a Data Subject Request) should be made direct to the Information Governance Team at dataprotection@lstmed.ac.uk.

Complaints regarding Freedom of Information issues (e.g. request for an Internal Review/dissatisfaction with our response to a Freedom of Information Request) should be made direct to the Information Governance Team at foi@lstmed.ac.uk.

If our responses to your Data Protection or Freedom of Information complaints do not meet with your satisfaction, then you can contact the Information Commissioner’ Office at:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.  Helpline: 0303 123 1113 Website: https://ico.org.uk/make-a-complaint/

IVCC (Innovative Vector Control Consortium)

IVCC is a subsidiary of LSTM.  If you wish to complain about IVCC, please visit Contact Us – Innovative Vector Control Consortium

WTC (Well-Travelled Clinics)

WTC is also a subsidiary of LSTM.  If you wish to complain about our Well-Travelled Clinics services, please visit:

https://www.welltravelledclinics.co.uk/about-us/compliments-suggestions-survey-complaints

Clinical Complaints

For complaints relating to clinical trials or our Human Challenge Facility, please direct your complaint to corporate.complaints@lstmed.ac.uk.  For complaints related to infectious diseases care, or other clinical services provided by / at University Hospitals of Liverpool Group, please contact the Liverpool University Hospitals Patient Advice and Complaints Team (PACT): NHS University Hospitals of Liverpool Group.

Other complaints

If your complaint is not about one of the above issues, then please contact our Legal & Governance department at corporate.complaints@lstmed.ac.uk who will forward it appropriately.