Advice and Complaints Service (was PALS)
Advice and Complaints Service (was PALS)
Camden and Islington NHS Foundation Trust's Patient Advice and Liaison Service (PALS) and its Complaints Service have joined together to form a new team - Advice and Complaints Service.
The Advice and Complaints Service will provide information and advice on local mental health and substance misuse services, help service users, their families and carers resolve concerns and complaints they may have with Foundation Trust services.
New NHS Complaints Procedure
From 1st April 2009 a new NHS complaints procedure has been introduced across
How to raise concerns or make complaints.
Wherever possible you should explain your concern or complaint to someone close to the cause of it. Alternatively, you can contact the Advice and Complaints Service who will try to resolve your concerns. If you cannot raise concerns or complaint yourself then someone else, usually a relative or friend, or an advocate or another representative can complain for you with your agreement. The Advice and Complaints Service is confidential. They will not contact other people without the consent of those raising the concern or complaint. Contacting the Advice and Complaints Service will not harm or prejudice the care that service users or their relatives are given.
The Advice and Complaints Service is open between 9am and 5pm, Monday to Friday. They provide a telephone advice service, and also receive enquiries by letter, fax and email. If you wish to meet with a member the service please phone first to make an appointment to ensure someone is available. The Advice and Complaints Service also visits the Foundation Trust wards and services on a regular basis.
Phone number: 020 3317 3117
Fax number: 020 7530 3735
Email address: complaints@candi.nhs.uk
Office address:
Advice and Complaints Service
St Pancras Hospital
You can write to us at the freepost address below.
Advice and Complaints Service
FREEPOST 1st Class (LON 12613)
(NO STAMP REQUIRED)
Or you can write to the Chief Executive at:
Chief Executive
FREEPOST 1st Class (LON 12613)
(NO STAMP REQUIRED)
Can I take my complaint any further?
If your complaint is unresolved locally you have the right to ask the Health Service Ombudsman to investigate your complaint. To do this you can contact them directly by telephoning their complaints helpline on 0345 015 4033
How do I get independent advice and support in making a complaint?
You can contact the Independent Complaints Advocacy Service (ICAS). ICAS is an independent body who can help you to make a complaint. To contact ICAS please call 0845 120 3784.
People who are detained under the Mental Health Act 1983 also have the right to refer their complaint to the Care Quality Commission (formerly the Mental Health Act Commission). They can by contacted at:
Care Quality Commission
The Belgrave Centre
Stanley Place
Talbot Street
Nottingham
NG1 5GG
Tel: 0115 943 7100
Fax: 0115 943 7101