Complaints Investigator

NHS; Doncaster; On-site; GBP 40,000 - 48,000; Full time

Benefits offered by this job

NHS Pension Scheme

Generous holiday entitlement

Health and wellbeing support

NHS Car Lease schemes

Salary sacrifice schemes

Discounts on restaurants and shopping

Job summary

Doncaster & Bassetlaw Teaching Hospitals NHS FT is seeking a Complaints Investigator/Coordinator to lead investigations into patient complaints within the Patient Complaints and Feedback Team. You will gather evidence, analyse information, and prepare comprehensive reports for the Chief Executive, promoting openness and continuous improvement across the Trust.

The role requires strong communication, independent working style and ability to influence teams while ensuring patient-centered care and

Qualifications

• 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.

Responsibilities

• Manage a caseload of patient complaints, ensuring investigations are thorough, sensitive and compliant with NHS regulations.
• Investigate complex complaints, gather and analyse evidence, review records and prepare high-quality response reports.
• Liaise with patients, families and staff to ensure concerns are understood and addressed.
• Support timely resolution, identify themes, promote learning, and contribute to service improvements.
• Provide advice on complaints handling and support cases escalated to external bodies.

Skills

Complaint handling

Investigation

Report writing

Governance

Root Cause Analysis

Analytical thinking

Stakeholder management

Education

Degree level qualification

GCSE English and Maths

Governance/quality improvement qualification

Root Cause Analysis training

CPD evidence

Tools

Datix

Job description

Doncaster & Bassetlaw Teaching Hospitals NHS FT

Complaints Investigator

The closing date is 28 September 2026

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 skills, experience of complaints handling or governance, excellent report‑writing abilities and the confidence to work autonomously while influencing and supporting teams across the organisation

Main duties of the job

The Complaints Investigator will manage a caseload of patient complaints and concerns, ensuring investigations are conducted thoroughly, sensitively and in line with NHS Complaints Regulations, Trust policies and national guidance.

Key responsibilities include investigating complex complaints, gathering and analysing evidence, reviewing records, identifying learning and preparing high-quality response reports. The post holder will liaise with patients, families and staff to ensure concerns are understood and addressed effectively.

Working with clinical and corporate teams, the role will support timely complaint resolution, identify themes and trends, promote learning from feedback and contribute to service improvements. The post holder will provide advice on complaints handling, support cases escalated to external bodies, maintain accurate records and contribute to performance reporting.

Key Skills and Experience Required

The successful candidate will have excellent communication, investigation and report‑writing skills, with the ability to analyse information and manage sensitive situations professionally. Experience of complaints handling, investigations, governance or patient experience is desirable. Candidates should be organised, analytical, able to prioritise workloads, work independently and build effective relationships with patients, clinicians and managers. A commitment to patient‑centred care and continuous improvement is essential.

About us

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under‑represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:

• Extensive range of learning opportunities
• NHS Pension Scheme
• Generous holiday entitlement in line with Terms & Conditions
• Comprehensive health and wellbeing support
• NHS Car Lease schemes and a range of salary sacrifice scheme
• Discounts on restaurants, getaways, shopping and finance through external providers.

Please note that from 9th April2025, band 2 & 3 entry roles are no longer eligible for sponsorship.

Person Specification

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).
• Governance, investigation or quality improvement qualification.
• Root Cause Analysis training.

Personal Attributes & 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.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Doncaster & Bassetlaw Teaching Hospitals NHS FT

£39,959 to £48,117 a yearPro rata per annum