Access Compass guide
Complaining about the council or the NHS: PALS, LGSCO and PHSO
This guide gives the right order for complaining about a council or NHS service in Northamptonshire. Start with an informal conversation with the service. Then use the local complaints process. If that does not put things right, go to the ombudsman. The ombudsman is an independent body that investigates unresolved complaints.
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Who it's for: Parents & carers, Adults, Families
Not yet verified Last checked 7 Jul 2026. Always confirm details with the service before relying on them.
Step by step
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Raise it early and informally
Many problems are sorted out quickly by speaking to the team involved. For NHS community or mental health services (NHFT) contact PALS on 0800 917 8504 or PALS@nhft.nhs.uk. For council services, ask to speak to the relevant team or manager. Keep a note of who you spoke to and when.
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Make a formal complaint to the organisation
If it is not resolved, use the organisation's formal complaints process. For West Northamptonshire Council call 0300 126 7000 or email myfeedback@westnorthants.gov.uk. For North Northamptonshire Council call 0300 126 3000 or email myfeedback@northnorthants.gov.uk. For NHS-funded care you can complain to the provider or to Integrated Care Northamptonshire on 01604 476777 / northantsicb.patientexperience@nhs.net (but not to both about the same issue at once).
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Ask for support from an advocate
POhWER provides free, independent health complaints advocacy in North and West Northamptonshire. Call 0300 456 2370 or use the correct locality referral form. An advocate can explain the process, help write letters, prepare for meetings and support escalation to PHSO.
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Put your complaint clearly in writing
Set out what happened, when, what went wrong, how it affected you and what you would like to put it right. Keep copies of letters and emails. Note that there is usually a 12-month time limit for making a complaint, though this can be extended in some circumstances.
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Escalate to the right ombudsman
If you have finished the local complaints process and remain unhappy, contact the free, independent ombudsman. For councils and adult social care providers use the Local Government and Social Care Ombudsman (0300 061 0614). For the NHS in England use the Parliamentary and Health Service Ombudsman (0345 015 4033). The ombudsman normally expects the organisation's own process to be complete first.
Useful links
Source: https://www.northnorthants.gov.uk/your-council/comments-compliments-and-complaints