PALS Assistance Request Letter Template & Generator
How to request help from Patient Advice and Liaison Service to resolve an issue — the right approach, your legal rights, and a free generator ready in seconds.
← All Letter Templates & Generators · NHS Complaints · Last updated 18 August 2026 · Written and reviewed by Matt Thompson, founder of UK Work Rights
This is free rights guidance, not legal advice. For advice specific to your situation, see our About page or contact Citizens Advice.
If you need to request help from Patient Advice and Liaison Service to resolve an issue, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong pals assistance request should include, plus a free tool to generate yours.
What this letter needs to cover
- Explain the situation clearly
- State what you have already tried
- Specify the help being requested from PALS
- Request acknowledgement and a named contact
What PALS actually does
The Patient Advice and Liaison Service exists specifically to help resolve concerns quickly and informally, before they need to become a formal complaint — they can liaise directly with clinical teams, clarify information, and often sort out issues like appointment delays or communication breakdowns without needing the full complaints process.
What to include before you send it
- A clear description of the issue you need help resolving
- Relevant details — appointment dates, department, or ward involved
- What outcome you're hoping PALS can help achieve
- Your contact details for a prompt response
When PALS is the right route, and when it isn't
PALS works well for practical issues, communication problems, or general concerns you'd like help navigating — but if your concern involves a serious safety issue or you're seeking a formal outcome like compensation, the formal NHS complaints process is generally the more appropriate route from the start.
Frequently Asked Questions
Does contacting PALS use up my right to make a formal complaint later?
No — you can still escalate to a formal complaint afterwards if PALS doesn't resolve things to your satisfaction.
How quickly does PALS typically respond?
This varies by trust, but PALS is generally designed to be a faster, more responsive service than the full formal complaints process.
Ready to write yours?
Answer a few questions and get a professionally drafted letter, ready to send — free, no account needed.
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