NHS
Complaints & PALS

Before you submit a formal concern

Many concerns are resolved faster through an informal conversation. Please check the options below first.

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Immediate safety concern?

If someone is in immediate danger, do not use this form. Call 999 or contact the ward directly.

Can it be resolved at the point of care?

Most concerns about care, communication, or appointments can be resolved within 24–48 hours by speaking directly with the team. This is usually faster than a formal process.

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Ward manager or matron – Ask a member of staff to arrange a conversation
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Service lead or consultant – Ask the receptionist or admin team to connect you
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Patient Experience coordinator – Available at the main reception or by phone
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GP practice manager – For concerns about primary care services

PALS: Patient Advice and Liaison Service

PALS offers free, confidential, informal support. Our team can help you raise a concern with the right people without opening a formal case.

Phone0800 000 0000 (Mon-Fri, 9am-5pm)
Emailpals@trust.nhs.uk
Walk-inPatient Relations office, main entrance, Mon-Fri 9am-4:30pm

Formal complaint or PALS enquiry

If your concern has not been resolved informally, or you require a formal written response, use the form below. Formal complaints are governed by the NHS Complaints Regulations 2009 and carry statutory response timescales.

You can also contact us by phone or in person if you would prefer not to use this form.