Time2Talk offer a customer service function for members of the public, local authorities, members of parliament or healthcare professionals working within the Black Country.

The team are contactable via post, email and telephone. Our telephone lines are manned between the hours of 9.00am to 5.00pm Monday to Friday, excluding bank holidays. If you call outside of these hours, you are encouraged to leave a voicemail, whereby a team member will return your call the next working day.

Compliments and concerns

The team can pass on any compliments to the relevant team or person. This information can help us, not only to learn from patients’ experiences, but to make improvements to local services.

The team will listen to concerns or complaints raised in confidence, provide information and advice to help offer a resolution and signpost to the right department where necessary.

Graphic of telephone and clock and customer service team name, Time 2 Talk

How to make a complaint about GPs, dentists, opticians or pharmacy services

If you would like to make a complaint about your GP, dentist, optician or pharmacy service, you should contact the healthcare provider in the first instance: this is the organisation where you received the NHS service, as they may be able to sort the issue out quickly.

Alternatively, you can complain to the Black Country Integrated Care Board (ICB), Time to Talk Team.

Find out more about how to feedback or make a complaint about an NHS service 

We can only look at complaints within 12 months of them happening.

You can make a complaint about something that has happened to you, or someone else, if you have their permission.

To make your complaint, you will need:

  • Your name, address, telephone number and an email address (if available), and the same details if you are complaining on behalf of someone else. 
  • The date of birth and NHS number (if known), for the person the complaint relates to. 
  • Details about what happened and when.
  • Details about where did this happen?
  • A list of things that you are complaining about. 
  • Details about what changes are needed to improve experiences in the future.

We will:

  • Contact you within three working days.
  • Get permission to access the information relating to the complaint.
  • Finalise the details and agree a time to respond to you.

Contact details for other NHS organisations Contact Details
NHS England commissions: 
  • Prison health services 
  • Some specialised services 
You can contact the service directly, or 
NHS England at england.contactus@nhs.net 
0300 311 2233 
The Dudley Group NHS Foundation Trust:  Formal complaints dgft.complaints@nhs.net 
Informal complaints dgft.pals@nhs.net 01384 321035
The Royal Wolverhampton NHS Trust rwh-tr.pals@nhs.net 
01902 695368
Walsall Healthcare NHS Trust:  patientrelations@walsallhealthcare.nhs.uk 
01922 656463
Sandwell and West Birmingham NHS Trust: swbh.complaints@nhs.net
0121 507 6440/4080/5892
0121 507 6440/4080/5892
Black Country Healthcare NHS Trust call: Sed.bchft@nhs.net
0800 587 7720


There are advocacy services that provide support to anyone who wishes to make a complaint about the NHS, free of charge. If you would like to be referred to an advocacy service to support you in making a complaint, please contact Time2Talk on 0300 0120 281, or via email bcicb.time2talk@nhs.net, who will signpost you to the appropriate advocacy service for your area. 

If you are not happy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) free of charge. They can review the way in which your complaint has been handled, but you will need to contact the Ombudsman about your case within 12 months of the final local outcome of your complaint. 

Contact them:

Have you recently contacted Time2Talk?

We would be grateful if you could complete a short online satisfaction survey to inform us of your experience whilst contacting the Time2Talk Team. By giving us this feedback, we can identify opportunities to improve our service.

Taking part in this survey is optional and what you tell us is confidential. Your answers will remain anonymous and will only be used for the purposes of improving services. Please do not include any personal data, that is data that identifies you or someone else, such as names, address, contact email or telephone numbers. Any personal details will be deleted from the survey responses.

Take part in our online satisfaction survey, which will only take 2-3 minutes to complete.

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