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PALS and Complaints

We want you to be happy with the service you receive from us, but we know that every so often something might go wrong.  If you're unhappy with the care you receive or an element of our service, we want to hear from you.   


PALS provides free, confidential, on-the-spot advice and support, in order to help patients, relatives and their carers resolve any concerns that they may have about the care ACE provides. 


If something is bothering you, speak to the person providing your care in the first instance. If you have tried this or you do not feel comfortable discussing your concerns with the staff then contact PALS. 


PALS can raise concerns on your behalf, but if you still feel dissatisfied and wish to make a formal complaint, we can also guide you through the complaints process. 




Anglian Community Enterprise is committed to listening to the views of patients and the public about the care we provide. We value comments on our services as a mechanism for learning and improving and we are committed to ensuring that patients, their relatives and carers are not treated differently as a result of raising a complaint or a concern.  


Should anyone be dissatisfied with the care we provide, we believe they have a right to be heard and for their concerns to be dealt with promptly, effectively and courteously. 

Click here for a copy of our leaflet for more information.

To contact the Complaints Team, please call: 0800 819 9030







It is always a pleasure to receive compliments about the staff and the services they deliver, as it's good to be able to thank the team and let people know they're doing a good job. Your comments are important to us as they help to evaluate and review the services we provide.    If you want to provide feedback or pay a compliment there are a variety of ways you can get in touch;   

  • Complete the feedback form 
  • Speak directly to the member of staff involved in your care or the Manager of that service.
  • Via email on acecic.patientexperience@nhs.net
  • Contact PALS on telephone 0800 819 9030

Useful links

Complaints Policy

Financial Remedy Policy