Concerns and Complaints

We recognise that things may not always go as you would like them to and when that happens we want to hear about it. Whatever your concern is, it will be treated confidentially and sensitively. We assure you that making a complaint will not adversely affect the care we provide.

  • If something happens which causes you concern, we would like to try and put it right straight away. Please speak to a member of the Wellbeing team first and we will make every effort to address your concerns and sort out any problems
  • Email: NWTTAdmin@nsft.nhs.uk
  • You can also call your local team: *0300 123 1503
    Lines are open Monday to Friday (excluding Bank Holidays) 8am to 8pm
  • Or you can write to us at:

FAO Norfolk and Waveney Talking Therapies Manager
Norfolk and Waveney Talking Therapies
The Conifers
Drayton High Road
Norwich
NR6 5BE

  • The Patient Advice and Liaison Service (PALS) act independently when dealing with service user and carer concerns. Where necessary, they will seek the individual's consent if they need to liaise with the Wellbeing service or other organisations about any issues you raise with them. PALS staff also put service users in contact with mental health advocacy services to ensure that they receive appropriate support when needed.

You can call them on Freephone 0800 279 7257

  • If you feel unable to raise your concern with the service, or if you feel your concern has not been resolved satisfactorily, you can register a complaint with:

Complaints Manager
Norfolk and Suffolk NHS Foundation Trust
Drayton High Road
Norwich
NR6 5SJ

Call: 01603 421421
Email:  customer.service@nsft.nhs.uk.

*Calls from landlines are typically charged at up to 10p per minute; calls from mobiles are charged at your standard network rate, typically between 3p and 40p per minute.