NHS Complaint Process

The NHS complaints procedure covers a wide range of concerns about NHS services in England, including:

• Clinical treatment — decisions made about your care, surgical outcomes, delays in diagnosis
• GP and primary care services — repeat prescription issues, appointment access, referral delays
• Hospital care — ward conditions, nursing care, discharge processes, waiting times
• Mental health services — community support, inpatient care, detentions under the Mental Health Act
• Dentistry — NHS dental treatment and access to services
• Ambulance services — response times, clinical decisions made by paramedics
• Attitude and communication of NHS staff

You can also complain on behalf of someone else if they consent, or if they are unable to complain themselves (for example, a child or someone who has died). Complaints do not affect the quality of care you receive — this is protected by NHS policy.

You can complain verbally or in writing. Written complaints are recommended as they create a clear record. Most NHS organisations have a Patient Advice and Liaison Service (PALS) that can help you raise concerns informally before making a formal complaint. PALS can sometimes resolve issues quickly without the need for a formal investigation.

For a formal complaint, contact the complaints manager at the relevant NHS organisation (for example, the hospital trust, GP practice, or dental practice). Your complaint should include:

• Your full name, date of birth, and NHS number if known
• A clear description of what happened and when
• The names of any staff involved, if known
• What outcome you are hoping for — an explanation, an apology, or assurance that changes have been made

The complaints manager must acknowledge your complaint within 3 working days and agree with you how long the investigation will take and the best way to communicate with you.

Once your complaint is formally received, the NHS organisation will carry out an investigation. This typically involves reviewing medical records, speaking to staff involved in your care, and sometimes seeking clinical advice from a senior clinician not involved in your treatment.

You should receive a written response explaining: what happened, an assessment of whether the NHS considers things could have been done differently, what action the organisation is taking to prevent recurrence, and, where appropriate, an apology.

There is no fixed statutory timescale for the final response, but the NHS Constitution states that complaints should be acknowledged within 3 working days and responded to within 6 months where possible. If the response will take longer, the NHS must keep you informed.

If you are unhappy with the investigation's thoroughness or the response, you can request a review or ask for the complaint to be considered again before escalating to the PHSO.

If you have completed the NHS's internal complaints process and remain unhappy with the outcome, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is independent of both the government and the NHS.

The PHSO investigates complaints about NHS England and UK government departments. It can consider whether the NHS has acted in a way that was unfair, failed to follow proper procedures, gave wrong advice, or made a poor clinical decision that caused injustice.

Before referring to the PHSO, you must have completed the NHS's internal complaints process. The PHSO assesses cases on their merits and does not investigate every complaint referred — it prioritises cases where there is potential injustice that has not been adequately remedied.

Contact the PHSO on 0345 015 4033 or via their website at ombudsman.org.uk.