We welcome feedback - positive or negative - about your experience of our local NHS services, as this helps us to improve services for patients.

We need to know if you, your relative or someone you care for, has not received a good service. Please be assured that raising a concern or complaint will not affect your care or treatment in any way.

If you are unhappy with the treatment or service you have received from our services, you have the right to make a complaint, have it looked into and receive a response.

If you’re pleased, have a concern or have a complaint with one of the services commissioned by us then please let us know by contacting our Patient Experience Team on (Freephone) 0800 218 2333 or This email address is being protected from spambots. You need JavaScript enabled to view it.. Please be aware the phone line is open Monday to Friday during office hours.

You can also write to the following address:

Midlands and Lancashire CSU
Customer Care Team 
Liverpool Innovation Park 
Second Floor (Building 2)
360 Edge Lane
Liverpool
L7 9NJ

IMPORTANT: Please note, due to COVID-19, the Patient Advice and Liaison Service (PALS) and complaints team are working from home. If you send a letter by post, there will be a significant delay in the team receiving and replying to any post.

How do I make a complaint about primary care services?

If you have a concern about GP or dental services, pharmacy and certain aspects of optical services, please contact the NHS England contact centre on 0300 311 22 33, email This email address is being protected from spambots. You need JavaScript enabled to view it. or write to: NHS England, PO Box 16738H, Redditch, B87 9PT. This service is open Monday to Friday, 8am to 6pm (excluding Bank Holidays).