Frequently asked questions
Who can make a comment, compliment, concern or complaint?
Anyone can share feedback about Trust services — whether positive or negative. You can make an official complaint about any service provided by the Trust. A friend or relative can raise an issue on your behalf, but we will need your permission before sharing any personal information with them.
What is the difference between a concern, a complaint, and a compliment?
A concern is an issue that may often be resolved quickly without a formal investigation. A complaint is a formal request for the Trust to investigate something that has gone wrong. A compliment recognises good care or excellent service provided by our staff or volunteers.
How long do I have to make a complaint?
You should raise your complaint as soon as possible and generally within 12 months of the issue occurring. We will always try to resolve concerns early wherever we can. If you’re unsure whether your concern falls within the timeframe, please contact the customer services team for advice.
Will my care or treatment be affected if I raise a concern or complaint?
No. Making a complaint will not negatively affect your care or treatment. We welcome feedback because it helps us improve our services and ensure we provide safe, compassionate, and high-quality care.
Why should I send a compliment?
Compliments help us recognise good practice and celebrate staff who have made a positive difference. All compliments are shared with the teams involved.
Can customer services support me in raising a complaint?
Yes. We can help you understand the process and support you through it. However, we are not an independent service — we are part of the Trust. If you prefer independent support, we can connect you with your local advocacy service.
What does an advocate do?
Advocates provide independent support to help you understand the NHS complaints process, express your views and navigate the system confidently.
Can customer services help me make a claim for compensation?
No. Compensation claims are handled by the Trust’s legal services team.
Write to:
Legal services
Fieldhead
Ouchthorpe Lane
Wakefield
WF1 3SP
How do I make a Freedom of Information request?
Email: Foi@swyt.nhs.uk
How do I request my medical records (subject access request)?
Telephone: 01226 644028
Email: accesstohealthrecords@swyt.nhs.uk
Requests are responded to within 40 calendar days.
Can I make a referral to a clinical service?
No. Customer services does not manage clinical referrals. These are handled by Single Point of Access (SPA). We can direct you to the correct SPA team for Barnsley, Calderdale, Kirklees or Wakefield.
If you need advice or support, please contact the customer services team.
Telephone: 0800 587 2108 / 01924 316060
Email: customerservices@swyt.nhs.uk
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