Formal Complaints
If you are unhappy with the service you have received from West
Midlands Ambulance Service NHS Trust and you feel PALS cannot help,
you are entitled to make a formal complaint.
A complaint can be made by a patient or person affected, or
likely to be affected, by the service delivered by the Ambulance
Service or by someone acting on behalf of the patient or person
with their written consent.
You should normally complain within twelve months of the event
occurs, or when you become aware that you have something to
complain about.
Please be assured that we will treat every comment and complaint
seriously. Making a complaint will not affect your future use of
the service we provide. Contact us by writing to:
The Patient Experience Team
West Midlands Ambulance Service NHS Trust
Regional Ambulance Headquarters
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
DY5 1LX
Tel: +44 (0) 1384 246366
Fax: +44 (0) 1384 451677
Email: complaints@wmas.nhs.uk
For further guidance on raising a complaint with an NHS
Organisation please feel free to visit
NHS Choice.
Independent Complaints Advocacy Service (ICAS)
Should you require any assistance in raising a complaint the
Independent Complaints Advocacy Service is available to
support.
Further details can be found by visiting the ICAS
website or
Tel: + 44 (0) 845 120 3748 - for Birmingham and the Black
Country
Tel: + 44 (0) 845 337 3054 - for Shropshire and
Staffordshire
Tel: + 44 (0) 845 337 3056 - for Coventry, Warwickshire,
Herefordshire and Worcestershire
Email: pohwericas@pohwericas.net
Parliamentary and Health Service Ombudsman
If, after our best efforts, you are still not completely
satisfied with our response, you may contact the Parliamentary and
Health Service Ombudsman to request a review of your case.
The Parliamentary and Health Service Ombudsman is an independent
body established to promote improvements in healthcare through the
assessment of the performance of health service providers.
Contact the Ombudsman by writing to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: + 44 (0) 345 015 4033
Care Quality Commission (CQC)
Even though the CQC cannot investigate your individual complaint
for you they would like to hear about your experience. This is
because they believe involving people who use services in
everything they do will help improve them for everyone. They
therefore encourage people to share information with them.
Contact Details:
Website – http://www.cqc.org.uk/
Contact Telephone Number – 03000 616161
Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA