If you have a concern about the care or treatment you or a loved one has received, our Patient Relations team will work with you to understand what happened and find a resolution.
Confidential
Protected under UK GDPR
65 working days
Maximum response time
10 minutes
Average to complete
Independent review
PHSO referral available
Formal route
A formal complaint results in a full written response from the service, signed off by a senior manager. All complaints are recorded and contribute to service improvement.
Informal route
The Patient Advice and Liaison Service (PALS) provides confidential advice and support. PALS enquiries are handled informally and are often resolved within a few working days.
The process
Every complaint follows a structured pathway. Here is what you can expect at each stage.
Submit
Complete the online form. Takes around 10 minutes. Save and return any time.
Acknowledgement
We contact you within 3 working days to confirm receipt and introduce your case officer.
Investigation
Your case officer gathers information from the relevant services and clinical teams.
Draft response
A written response is prepared, reviewed for quality, and signed off by the service lead.
Resolution
You receive a full written response within 65 working days, with any agreed actions recorded.
Common questions
If you cannot find the answer you are looking for, please contact our PALS team directly.
Our online form takes around 10 minutes to complete. You can save your progress and return at any time.
Start your submission →