We welcome your feedback about our services, and of course if you’ve had a good experience we’d love to hear from you, whether in a letter to us or via an internet blog or chatroom.

Most of our patients are very satisfied with the service they receive, but we do see thousands of people and some are unhappy. Sometimes it’s because we’ve had to do things a certain way because of guidelines that have been agreed nationally and internationally.  Whenever a problem does occur, we’ll always try to deal with it as quickly and as easily as possible. In all that we do we focus on the needs of the patient, aware that it is your journey that we are here to facilitate. (See the FAQs for more on this).

See the latest feedback from our patients.

How to make a complaint

If you do need to make a complaint, the first thing to do is to discuss the matter with the clinician that you are seeing. Often complaints are the result of a misunderstanding and can be resolved easily with clear communication. You may find it easier to write down what you want to say in a letter, or have some written notes ready for when you see the clinician. This is preferable prior to any written complaint as it may be necessary to transfer your care to a different clinician.

If that fails to resolve the complaint then you should write to the Complaints Department.

> View the Trust complaints procedure

PALS Service
West London Mental Health Trust
Uxbridge Road
Southall
UB1 3EU

Telephone:

The PALS Helpline is available during office hours from Monday to Friday. If we’re not able to answer your call, please leave a message so that we can ring you back: 0800 064 3330

Email: pals@wlmht.nhs.uk