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 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


Contact us

You can also contact us to find out how to get help with making your complaint.

Contact us

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. 

VoiceAbility hold the advocacy contract in our area and can help support you to make a complaint. 

VoiceAbility can help you to:

  • Identify the issues you want to complain about
  • Work out what you want to achieve from making your complaint
  • Write a complaint letter and send it to the right people
  • Understand the response you get and what to do next
  • Contact other services that might be able to help you

0300 303 1660

Visit VoiceAbility website

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.

St Helier 

020 8296 2508 

est-tr.PALS@nhs.net

St George's

020 8725 2453

pals@stgeorges.nhs.uk

South West London and St George's Mental Health Trust

0203 513 6150

pals@swlstg.nhs.uk

Visit PALS website

Adult social care complaints

You need to contact Merton Council

The Complaints Team, Merton Civic Centre, London Road, Morden, SM4 5DX.

 020 8545 3060 (weekdays 9am to 5pm)

complaints@merton.gov.uk