Issues & concerns (PALS)

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If you have any issues or concerns please contact our patient advice and liaison service (PALS) or complaints team.

PALS is a support service available to patients, relatives, carers and visitors. We can:

  • Listen to your concerns, suggestions or queries
  • Help sort out problems quickly on your behalf
  • Put you in touch with other sources of help
  • Feedback any issues to our organisation to improve services and our patient experience
  • Advise you on how to request copies of medical records
  • Providing further information on NHS services

If we are not able to resolve your concerns informally, and to your satisfaction, with the staff caring for you or via PALS, you have the option to make a formal complaint.

Making a complaint does not affect the quality of care you will receive and you can be assured all complainants are treated with dignity, respect and are kept confidential. 


Peterborough City Hospital AND Stamford & Rutland Hospital

Location: In the main entrance, head towards the main lift (and we are just before the pharmacy)

Opening times: Monday to Friday 9am -  4pm

Contact us:

Hinchingbrooke Hospital

Location: In the main entrance, behind the 'Info zone' 

Opening times: Monday to Friday 9am - 4.30pm

Contact us:


All formal complaints are registered following the Trust’s complaints procedure, which is in line with the NHS statutory complaints regulations.   

When we receive your complaint, we will contact you to discuss it and agree how it will be investigated. We will also explain the complaints process, and advise you of the timeframe in which you can expect a response. 

Our process is summarised as:

  • Your complaint letter/email will be acknowledged within three working days of receipt

  • We will respond to your complaint within the timeframe provided

  • A full investigation takes place

  • When the investigation is complete – our Chief Executive will write to you – with a detailed response from the General Manager who investigated your complaint

All of this will be overseen by our expert complaints team.

We will always try to find ways to resolve your complaint. However, if we have tried all reasonable means of resolving your complaint and you are still dissatisfied you can request an independent review by the Ombudsman.

Contact the Ombudsman

Access free, independent support and advice about your complaint  

Provides a range of advocacy and community services


NHS Complaints Advocacy Service
POhWER provides a free, independent and confidential advocacy service to support people in with their NHS complaint. 


Send a letter addressed to:
Complaints Dept 403
Peterborough City Hospital
Edith Cavell Campus
Bretton Gate


Telephone: 01733 678028

Opening hours: Monday to Friday, 9am-5pm