Complaints, Compliments and Comments

As an organisation, we work hard to make sure our patients are treated fairly and with respect and we want to hear about any aspects of the services our patients experience.

There may be times when things go wrong or you are dissatisfied with the service we provide.

If you raise a complaint:

  • Our staff will listen to you to make sure they understand the issue(s).
  • Will ask what you would like to happen to put things right.
  • Will explain what happened.
  • Will give an open and meaningful apology if appropriate.
  • Will carry out actions to put things right themselves if they can (or with the support of others).
  • Will explain why, if they can’t and,
  • If something has gone wrong will capture any learning to share with colleagues and improve services for others.

If you require support when making a complaint details of our local Independent Advocacy Services can be found on the right, below the web form.  

Please note, calls with staff in our Patient Experience Team are recorded for the purpose of responding to complaints and to help protect employees from abusive or nuisance calls.

Make a complaint/appreciation

To make a complaint or appreciation, please fill in the form below.

If you are a healthcare professional and the complaint is NOT being made by/on behalf of the patient and or their family, or you are reporting an incident, you will need to log this via your incident reporting system. For any assistance relating to HCP incident reporting, please contact the Patient Safety team via email

How to raise a concern

You can contact us by filling in the form on the right hand side of this page, or by letter, telephone, or in person.

You may wish to raise your concerns with someone who is not involved in your care, the Patient Advice and Liaison Service (PALS) provides:

  • Help to sort out problems quickly on your behalf and listen to your concerns, suggestions or queries.
  • Confidential advice and support to patients, their families and carers.
  • Information on NHS services.

If you are not satisfied

The Trust will endeavour to resolve all issues at a local level, however, in the event that you are not satisfied with our response to your complaint, you have the right to contact the Parliamentary and Health Service Ombudsman  (full contact set out on the right). We will adhere to the principles of good administration set out by the Parliamentary and Health Service Ombudsman.

You may also wish to contact your local Independent Complaints Advocacy Service (ICAS). ICAS supports patients and their carers who wish to pursue a complaint about any NHS treatment or care. Information about how to contact your local ICAS is on the right hand side of this page.

If you have concerns regarding any of the services provided by the Trust you can contact the Care Quality Commission on telephone number 03000 616161 or email Further information about the Care Quality Commission is available at .  

Any contact with the Patient Experience Team will not adversely affect the service provided by Trust and any person raising a concern will not be treated differently.

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Our complaints, compliments and comments booklet

Click on an image below to read our booket

 front cover give your views leaftlet

An easy read version of the booklet can be found here:

Complaints easy read

Contact addresses

North East Ambulance Service HQ

Bernicia House
Newburn Riverside
Newcastle upon Tyne
NE15 8NY

Tel: 0191 430 2000

Patient Advice and Liaison Service (PALS)
Freepost PALS

Tel: 0800 032 0202
Text: 07815 500 015

Independent Complaints Advocacy (ICA)
Please note, this service applies to residents in all areas of the North East except Gateshead and Northumberland.

Unit 312
Aidan House
Sunderland Road
NE8 3HU        

Tel: 0808 802 3000

For the Gateshead area, contact Your Voice Counts 

Your Voice Counts,
Unit 12 Interchange Centre,
West Street,

Freephone: 0800 048 7856

For the Northumberland area, contact the Independent Complaints Advocacy Northumberland (ICAN) at:

Independent Complaints Advocacy Northumberland (ICAN)  
Adapt (NE)
NE46 3HN

Tel: 01434 600599

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel: 0845 015 4033   

Frequently Asked Questions

Please click on the link here for a list of frequently asked questions 

How we manage complaints

Click here to see how your complaints are managed.

Our complaints policy can be found on this page.

Annual patient experience report

2022-23 report 

2021-22 report

2020-21 report

Copyright 2011 North East Ambulance Service Trust

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