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How to complain about NHS services Getting help with your complaint

If you feel you aren't able to make a complaint yourself, you can ask someone such as a friend or relative to complain on your behalf. There are also several organisations which can help.

Patient Advice and Liaison Services

Getting help with your complaint

There's help available if you are unable to make a complaint yourself.

 In England, Patient Advice and Liaison Services (PALS) provide help, information and support with resolving concerns or complaints. PALS can also pass on any suggestions and experiences to the people who run services, or can refer you to other support agencies if necessary.

Contact your local PALS for more information on how they can help. You can find your local PALS through your local hospital, clinic, GP surgery or health centre, by visiting the PALS website or by contacting NHS Direct on 0845 46 47.

Other sources of help

  • Your local Independent Complaints Advocacy Service (ICAS) which is free and confidential will help you make a formal complaint. For contact details of your service visit the Department of Health’s website.
  • Alternatively, call NHS Direct on 0845 46 47 or contact your local Citizens Advice Bureau.
  • You could also contact a patient organisation which provides support and advice on specific conditions such as Diabetes UK or Macmillan Cancer Support.

Extra help in Scotland, Wales and Northern Ireland

  • In Scotland Your local Health Board can advise what independent advice and support service is available in your area.
  • In Wales Your local Community Health Council will provide information and advice on health and related services in your area. Call 0845 644 7814 for more information.
  • In Northern Ireland The regional Health and Social Care Board provide information and advice on health and social care services in your area.