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Deciding to make a complaint?

Making a complaint can feel daunting and scary, and you might be wondering whether it's worth the time and effort. However, if you have problems with an National Health Service (NHS) or social care service, you need to resolve this to get the care you need. 

Knowing how to make a complaint

Making a complaint can be a daunting task, so knowing who you can complain to and what to do is essential. 

We can help you. We've worked with Healthwatch England to produce straightforward advice that will guide you through the process from knowing who to talk to, top tips on what to do and what you can expect from services in response. 

Read our complaints advice

Complaints advocacy services

Every area of England has an independent NHS complaints advocacy service funded by the local authority. They can help you make a complaint about an NHS service or work out what you want to achieve from a complaint. 

If you are a resident in Hammersmith & Fulham, you can receive free independent advocacy from The Advocacy Project.

You can contact them by one of the following ways:

020 8106 1500


Visit the Advocacy Project's website to find out more about the support they offer.

The Advocacy Project

Patient Advice Liaison Service 

Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health matters. It provides a point of contact for patients, families and carers. You can find PALS officers in your local hospital.

PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.

Here is a list of contact details for the local PALS teams:

For Charing Cross Hospital, Hammersmith Hospital, Queen Charlotte's & Chelsea Hospital, St Mary’s Hospital, and the Western Eye Hospital, the contact details for PALS team are:

020 3312 7777


For Chelsea and Westminster Hospital, the contact details for PALS team are:

020 3315 6727


For more information on how PALS can help you, and how to find your local PALS team, visit the NHS website.