We always try to provide a high-quality service but we know that sometimes we might not get things quite right.
It's important that you let us know when this is the case so that we can resolve any issues and learn from your experiences.
Please be assured that raising a concern or complaint will not adversely affect the care or treatment you or a loved one receives from us.
Our Patient Advice and Liaison Service (PALS) is here to answer your queries and help resolve any concerns you might have.
Opening hours Monday to Friday 8am – 4pm (excluding bank holidays)
Please make contact with us via the address, email address or the telephone number below and we can assist you with your concern. If you would prefer to meet in person, please contact us using these routes and we can arrange to meet you at your local clinical site.
Postal address (for administration only):
Customer Relations Team – PALS service
Birmingham and Solihull Mental Health NHS Foundation Trust
The Barberry Centre
25 Vincent Drive
Birmingham
West Midlands
B15 2FG.
Telephone: 0800 953 0045
The PALS service also has an answer message service outside of our opening hours and any messages will be responded to in due course.
Email: bsmhft.customerrelations@nhs.net
Outside of Customer Relations opening hours, our switchboard operates 24 hours a day.
Please call 0121 301 0000, which can act as a signpost if required.
For more information, visit Patient Advice and Liaison Service (PALS)
All NHS trusts must follow the NHS complaints procedure. This aims to investigate the issues raised and to resolve and respond to concerns. The response to the complaint will be sent from our Chief Executive.
Please contact the Customer Relations team if you have a concern or complaint and we will discuss the process.
Customer Relations – Complaints Department
Customer Relations Team, The Barberry Centre, 25 Vincent Drive, Birmingham, West Midlands, B15 2FG.
This is an administrative base only. Members of the public cannot be seen without arranging an appointment. Please contact us to seek any further assistance.
Our Complaints Policy is currently under review. Please contact the Customer Relations Team for further information.
Tel: 0800 953 0045
Email: bsmhft.customerrelations@nhs.net(opens in a new tab)
We are currently running a limited service so there will be a delay in calls and emails being responded to. We thank you for your patience and understanding.
For more information, please visit Complaints and Compliments.
Our website uses BrowseAloud to automatically translate into other languages or to customise the website for your sensory preferences.
If you need an interpreter to gain advice or support – please contact us Monday to Friday from 8:30am to 4:30pm.
0121 333 8015 bwc.interpreterdepartment@nhs.net
