Compliments, comments, complaints



If you have a comment or complaint about our services, we would like to know. We aim to provide the best possible care for out patients and your views will help us to get things right.

Giving praise where it's due...

Most patients are grateful for the care they are given. If you feel that someone deserves special praise or thanks, please let us know by writing to the Chief Executive at Trust Headquarters, Burton Road, Kendal, Cumbria, LA9 7RG.

Suggestions about the way in which we might improve our services are helpful too. Your comments will be passed to the staff concerned.

It is also possible to leave compliments via the NHS Choices website. You will need to register your details to leave feedback on your opinions and experiences of our services. You can do so by clicking here.

Expressing your concerns

You can download the current policy from here. 

Download our concerns and complaints information leaflet here.

Download our PALS information leaflet here.

We respect and value the views of all those who have had cause to use our services. Should you be unhappy with any aspect of your experience, either as a patient or as a relative/carer, we hope you will feel able to tell us so that we can take any necessary action to improve our service for the future. Making a complaint will not be detrimental to your current or future care.


Who can complain

Time limits for making a complaint

How to complain

What happens next?

Time frames


Next steps

Contact details

PALS (Patient Advice and Liaison Service)
Telephone: 01539 795497

Customer Care Department
Level 2
Westmorland General Hospital
Burton Road
Telephone: 01539 716621

Parliamentary and Health Service Ombudsman
Telephone: 03450154033


Advocacy Services to assist people in making a complaint to the NHS

Advocacy Services offer a free and confidential service that is independent of the NHS and tailored to individual client need.  Their staff can also support you through the NHS complaints process. 

 For the Cumbria area, please contact:-

Best Life Independent Advocacy by People First on 01900 607208 or e-mail  Further details are available via their website

For the North Lancashire area, please contact:-

 N-Compass North West on 01253 362140 or e-mail  Further details are available via their website