Compliments, concerns and complaints

We welcome feedback, so if you have a concern you can raise this with the Patient Advice and Liaison Service (PALS).

If you are still unhappy and wish to make a complaint, you can do this by contacting the Complaints Team. The Complaints Team are also keen to hear if you have had a good experience and received an excellent level of care.

Both teams aim to provide a timely and thorough response and, where possible, this will come from someone who knows the most about your care.

PALS

If you need help or advice, or have concerns about NHS services, contact the PALS Team. The service is confidential and acts independently to find a quick solution. You can contact PALS on:

Tel: 0800 587 4132
Mobile: 07500 990815
Email: pals@norfolk.nhs.uk  

Complaints Team

The complaints team will involve you at all stages of the investigation and you have a right to know what changes are made as a result of your complaint, what lessons have been learnt, and how services will be improved.

Making a complaint will not affect any care and treatment you may be receiving and all complaints are dealt with in the strictest confidence.

We are committed to resolving your complaint effectively at a local level. However, if you are not satisfied with the outcome, then you can contact the Health Service Ombudsman for an Independent Review.

Complaints Manager (Commissioning)
Lakeside 400
Old Chapel Way, Broadland Business Park
Thorpe St Andrew, Norwich, NR7 0WG

Tel: 01603 257093/257017

Web: www.norfolk.nhs.uk

A flyer explaining how to comment, complain or compliment on services from NHS Norfolk.

Comments, complaints or compliments leaflet

Comments, complaints or compliments leaflet - easy read version

Also available in the following other languages/formats:-

Lithuanian 
Mandarin 
Polish 
Portuguese 
Russian 
Swahili

Independent Complaints Advocacy Service (ICAS)

If you would like help with making your complaint, you can contact ICAS. A leaflet is available from the Complaints Team which explains the role of this service. You can contact ICAS at:

POB 14043
Birmingham
B6 9BL

Tel: 0300 456 2370
Fax: 0300 456 2365 
 

The Parliamentary and Health Service Ombudsman

If you are still unhappy once you have received the final response about your complaint and you’re not sure what to do next, need further help and advice, or would like an Independent Review, then you can contact the Health Service Ombudsman helpline.

Tel: 0345 015 4033 (Helpline)
Email: phso.enquiries@ombudsman.org.uk
Web: www.ombudsman.org.uk/