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Complaints and compliments

Homepage » Get involved » Complaints and compliments

Tell us about your experience – good or bad we want to know.

Your experience of local NHS Services

We welcome feedback about NHS services, both positive and negative.  If you are unhappy with the treatment or service you, a relative or someone you care for has received from your local NHS, you have the right to make a complaint, have it looked into and get a response.

Within the NHS we aim to make sure all complaints are handled well and that appropriate action is taken in order to try and resolve the matter to the complainant’s satisfaction.

Can my issue be resolved without formally complaining?

You can raise your concerns immediately by speaking with the staff involved.  This might give you the response you require without having to take the matter further.

You can also contact the Patient Advice and Liaison Service (PALS) who can provide confidential advice and support to help you resolve queries and concerns about your NHS care within an NHS trust informally without having to make a formal complaint.  In some NHS organisations, PALS staff are part of another department, for example, customer services or patient experience team. 

It is important to note that PALS does not investigate complaints but will provide informal support in resolving a query or concern. PALS cannot help with issues which have already been raised via the NHS complaints procedure or with social care complaints (which need to be addressed by the local authority) and does not provide medical advice.

Find out more about PALS on the NHS Choices website via the link below:


Information about complaints is available in other languages and formats upon request.

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