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Patient advice and liaison service (PALS)

Making a formal complaint


If you are unhappy with any aspect of the care you receive, we would like to know about it. The complaints procedure helps us find out why you are disappointed and can help to avoid the situation happening again.


You should make a complaint within six months of the incident or one year from when you realised that there was a need to complain.


If a relative or friend is complaining on your behalf, we will need your written consent before we can discuss information about you with them.

Talk to us


Talk to one of the staff members responsible for your care or the person managing the clinic. Many issues can be resolved quickly in this way.

Call on PALS


If you do not want to talk to the staff member concerned, you can talk to someone in our PALS team. This is a confidential service that will respond to any problems you may have.


If your complaint cannot be resolved in this way, you can write a formal letter of complaint. The PALS team can also help with the information you need to write a letter of complaint.

The letter should be addressed to the chief executive and sent to:

Royal Brompton Hospital

Sydney Street

London SW3 6NP

Letter of complaint


A letter of complaint should include:


  • where and when the problem happened
  • description of what happened
  • the name of the person or service you are complaining about (where possible)
  • what you would like to happen as a result of your complaint.


We will send you a confirmation letter within three working days of receiving your letter of complaint.


We aim to send you a full response, answering all your points, within 25 working days of receiving your letter.


If you are not satisfied with our response, please let us know why not. We can suggest a meeting with the people involved or write to you with answers to your concerns.

Independent review


If you are not satisfied with how we handled your complaint at the Trust, you have the right to an independent review.


The Parliamentary and Health Service Ombudsman is responsible for reviewing complaints about the NHS. However, this can only happen if the complaint has already been investigated by the Trust.

Read summaries in formal complaints reports.

If you have special requirements


Information can be made available in other languages, Braille or large print. We can also provide an interpreter if it would help you to discuss your complaint.


If you require these services please contact the complaints lead on 01895 828 638.




إذا أردت أن تقدم شكوى حول هذه المستشفى , المعلومات بمكن ان تكون باللغة العربية. نحن نستيطيع ايضاً توفير مترجم اذا رغبت في مناقشة شكواك. اذا أردت هذه الخدمات الرجاء الأتصال بمدير الشكاوى على الرقم التالي:

01895 828 638




Bu hastaneden her hangi bir şikayetiniz varsa, ihtiyacınız olan bilgileri Türkçe alabilirsiniz ve şikayetleriniz için Turkçe tercuman isteyebilirsiniz. Bu hizmetlere ihtiyacınız varsa hastanenin Şikayet Müdürünü 01895 828 638 telefon numarasında arayın.

Easy read information about complaints


Please see the easy read guide to complaints web page.

Royal Brompton

Sydney Street,
London SW3 6NP
Tel: +44 (0)20 7352 8121


For more information, contact PALS


Royal Brompton Hospital

Tel: 020 7349 7715


Harefield Hospital

Tel: 01895 826 572


Monday to Friday, 9am to 5pm


Email: pals@rbht.nhs.uk