Complaints Investigator
At a glance
- Band
- Band 6
- Contract
- Permanent
- Pattern
- Full-time, Part-time
- Posted
- 17/09/2026
- Closes
- 28/09/2026
Sponsorship verdict
Candidates needing sponsorship are encouraged to apply.
HiveMind found a sponsorship-friendly statement in the source advert welcoming applicants who require a visa. Always confirm on the source before applying.
“Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications.”Quoted verbatim from the source advert
Role summary
This role involves investigating patient complaints, ensuring they are handled fairly and in line with regulations. You will manage a caseload of complex complaints, gather evidence, identify learning opportunities, and prepare high-quality reports for the Chief Executive. The position requires excellent communication skills to build relationships with patients, families, and multidisciplinary teams. You will contribute to service improvements by translating feedback into meaningful changes, enhancing patient safety and experience. This is an exciting opportunity for an experienced and motivated individual with strong investigative and report-writing skills.
Essential criteria
- Significant experience of complaint handling and investigation.
- Experience of managing a complex caseload.
- Experience of undertaking investigations and producing detailed reports.
- Experience of analysing complex information from multiple sources.
- Experience of writing executive-level correspondence.
- Experience of working with senior clinicians and managers.
- Knowledge of NHS Complaints Regulations.
- Knowledge of PHSO Principles of Good Complaint Handling.
- Understanding of Root Cause Analysis methodologies.
- Understanding of governance, risk and patient safety processes.
Desirable criteria
- Experience investigating Serious Incidents.
- Experience within an NHS governance environment.
- Experience of complaint management systems including Datix.
- Knowledge of Duty of Candour requirements.
- Knowledge of safeguarding processes.
- Qualifications & Training
- Degree level qualification or equivalent knowledge and experience.
- Evidence of continuing professional development.
- Educated to GCSE English and Maths (or equivalent).
- Clinical qualification.
- Governance, investigation or quality improvement qualification.
- Leadership or management qualification.
- Root Cause Analysis training.
- Personal Attributes & Skills
- Excellent written communication skills.
- Ability to draft complex reports and executive correspondence.
- Advanced investigation skills,
- Ability to challenge constructively and professionally.
- Strong negotiation and influencing skills.
- Ability to manage competing priorities
- High levels of emotional resilience
- Ability to analyse and interpret complex information
- Ability to work independently and make decisions.
- Strong organisational and Influencing skills
- Excellent interpersonal and stakeholder management skills.
- Demonstrate Our We Care Values and the DBTH Way
- Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.
- Knowledge & Experience
- Significant experience of complaint handling and investigation.
- Experience of managing a complex caseload.
- Experience of undertaking investigations and producing detailed reports.
- Experience of analysing complex information from multiple sources.
- Experience of writing executive-level correspondence.
- Experience of working with senior clinicians and managers.
- Knowledge of NHS Complaints Regulations.
- Knowledge of PHSO Principles of Good Complaint Handling.
- Understanding of Root Cause Analysis methodologies.
- Understanding of governance, risk and patient safety processes.
- Experience investigating Serious Incidents.
- Experience within an NHS governance environment.
- Experience of complaint management systems including Datix.
- Knowledge of Duty of Candour requirements.
- Knowledge of safeguarding processes.
- Qualifications & Training
- Degree level qualification or equivalent knowledge and experience.
- Evidence of continuing professional development.
- Educated to GCSE English and Maths (or equivalent).
- Clinical qualification.
- Governance, investigation or quality improvement qualification.
- Leadership or management qualification.
- Root Cause Analysis training.
- Personal Attributes & Skills
- Excellent written communication skills.
- Ability to draft complex reports and executive correspondence.
- Advanced investigation skills,
- Ability to challenge constructively and professionally.
- Strong negotiation and influencing skills.
- Ability to manage competing priorities
- High levels of emotional resilience
- Ability to analyse and interpret complex information
- Ability to work independently and make decisions.
- Strong organisational and Influencing skills
- Excellent interpersonal and stakeholder management skills.
- Demonstrate Our We Care Values and the DBTH Way
- Kind, Inclusive, Person-centred, Empowering, Accountable, Collaborative, Attentive Listening, Integrity and Honesty, Courage and Positivity.
Useful to know
Agenda for Change 2024/25 pays Band 6 at £37,338 – £44,962 a year, across England.
This advert: £39,959 – £48,117 — outside the standard scale; check for HCAS/London weighting.
Posted 1d ago · Closes in 11d
Plenty of time to prepare a strong application.
Full advert · preview
Doncaster & Bassetlaw Teaching Hospitals NHS FT
Complaints Investigator
The closing date is 28 September 2026
Job summary
An exciting opportunity has arisen for an experienced and motivated Complaints Investigator/Coordinator to join the Patient Complaints and Feedback Team at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust.
Working closely with clinical and operational teams across the Trust, you will lead the investigation of patient complaints, ensuring concerns are managed fairly, thoroughly and in line with NHS Complaints Regulations, Trust policies and the Parliamentary and Health Service Ombudsman Principles of Good Complaint Handling.
You will independently manage a caseload of complex and sensitive complaints, gathering and analysing evidence, undertaking investigations, identifying learning opportunities and preparing high-quality reports and responses on behalf of the Chief Executive. The role requires excellent communication skills and the ability to build positive relationships with patients, families and multidisciplinary teams.
As a key member of the Patient Experience team, you will support a culture of openness, learning and continuous improvement by translating feedback and complaint outcomes into meaningful service improvements that enhance patient safety and experience.
This role would suit an individual with strong investigative
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