If you need advice

Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

You can find your nearest PALS office on the NHS website.  

You can also ask your GP surgery, hospital or phone NHS 111 for details of your nearest PALS.


Healthwatch are the independent national champion for people who use health and social care services. Their sole purpose is to understand the needs, experiences and concerns of people who use health and social care services and to speak out on their behalf.

You can also speak to Healthwatch to find information about health and social care services available locally.

There is a local Healthwatch in every area in England. You can find your local Healthwatch here.

Making a complaint

About your NHS care

Complain to the local clinical commissioning group (CCG)

You can get advice about this on the NHS choices website.

Complain to NHS England

You can contact NHS England if you are unhappy with the response of the organisation. 

If you’re unhappy with the NHS response

You can refer the matter to the Parliamentary and Health Service Ombudsman. You can call them on 0345 015 4033.

About your private care

Each private healthcare provider has its own complaints procedure and will be able to advise you on the process. 
If you have a complaint about a doctor who works totally independently, you should raise this with us.

Getting help with your complaint

There are a number of organisations who can offer you help and advice if you’re unhappy with the care you receive.