How to Complain About NHS Treatment

HealthEnglandLast reviewed: 1 April 20256 min

If something has gone wrong with your NHS care, you have the right to complain and receive a full written response. A clear, structured complaint is more likely to get a satisfactory outcome — and may prevent the same problem from happening to others.

Important

This is general guidance only and does not constitute medical or legal advice. NHS rules and charges change regularly — always verify current information on NHS.UK or with your GP practice before acting.

Key points

  • Start with PALS (Patient Advice and Liaison Service) for informal concerns — most issues can be resolved quickly this way.
  • A formal complaint must be acknowledged within three working days and a full response provided within 25 working days.
  • You have 12 months from the date of the incident (or from when you became aware of the problem) to make a complaint.
  • If unsatisfied with the local response, escalate to the Parliamentary and Health Service Ombudsman (PHSO).
  • NHS organisations cannot treat you differently or worse because you have made a complaint.

Step 1 — Try PALS First

The Patient Advice and Liaison Service (PALS) is available at every NHS trust in England. PALS staff are independent of clinical teams and can:

  • Listen to your concerns and explain your options
  • Help resolve problems informally and quickly, often within days
  • Liaise with clinical staff and management on your behalf
  • Signpost you to other support organisations

PALS is the right first step for most concerns. It is faster than a formal complaint and preserves the option of going through the formal route if needed. Find your local PALS team at nhs.uk or by calling the hospital's main switchboard. If the matter is very serious (for example, a patient safety incident or clinical negligence), you may prefer to go straight to a formal complaint or seek legal advice.

Step 2 — Making a Formal Complaint

To make a formal NHS complaint:

  1. Decide who to complain to: Complain to the provider (e.g., GP practice, NHS trust, pharmacy) or to the commissioner (your local Integrated Care Board for GP and community services). Not both at once — you can switch later if needed.
  2. Submit your complaint in writing (email or letter). Include: your full name and date of birth, the dates of the treatment or incidents, a clear description of what happened, what outcome you want, and your contact details.
  3. Deadlines: You must complain within 12 months of the incident or of becoming aware of the problem. The provider can extend this if there is a good reason the complaint was not made sooner.
  4. Response timescales: Acknowledgement within 3 working days; full written response within 25 working days. If more time is needed, they must tell you.

Step 3 — Escalating to the PHSO

If you are not satisfied with the NHS organisation's final response, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO:

  • Investigates complaints about NHS England and UK government departments
  • Is free to use and independent of the NHS
  • Can recommend apologies, explanations, changes to practice, and financial compensation

Before the PHSO can investigate, you must have received a final response from the NHS organisation (or have waited long enough without one). The PHSO will assess your complaint and decide whether to investigate — not all complaints proceed to a full investigation. You can contact the PHSO online, by phone (0345 015 4033), or by post.

Clinical Negligence vs Complaints

A complaint and a clinical negligence claim are different processes with different purposes:

  • A complaint seeks an explanation, an apology, and improvements to services. It does not result in financial compensation.
  • A clinical negligence claim is a legal action (usually through a solicitor) seeking financial compensation for harm caused by substandard care. It is subject to a three-year limitation period.

You can pursue both simultaneously, but be aware that anything you say in a complaint could potentially be relevant to legal proceedings. If you are considering a negligence claim, seek specialist legal advice from a solicitor with experience in clinical negligence. AvMA (Action against Medical Accidents) provides a specialist helpline and can refer you to accredited solicitors.

Frequently asked questions

Can I complain on behalf of someone else?
Yes. You can complain on behalf of another person if they have given you written consent, or if they lack the capacity to complain themselves and you are acting in their best interests (for example, as a carer or family member). In such cases, explain your relationship to the patient and provide evidence of consent or authority.
Will complaining affect my future NHS care?
NHS organisations are legally prohibited from treating you less favourably because you have made a complaint. In practice, most clinicians and managers take complaints seriously and aim to improve care. If you are concerned about this, you can ask for your complaint to be handled by a different team, or consider contacting the PHSO directly.
How much compensation can I get through the NHS complaints process?
The NHS complaints process does not award financial compensation — it aims for explanation, apology, and service improvement. If you have suffered financial loss or physical harm due to negligence, you need to pursue a clinical negligence claim through a solicitor. The NHS Litigation Authority (NHS Resolution) handles such claims on behalf of NHS bodies.
I missed the 12-month deadline — can I still complain?
The NHS must consider complaints received after the 12-month limit if there is a good reason for the delay and it is still possible to investigate effectively. Explain why you did not complain sooner in your letter. If the NHS refuses to consider your late complaint, you can ask the PHSO to review that decision.

What to do next

  1. 1
    Find your local PALS team

    First point of contact for informal concerns.

  2. 2
    Contact the PHSO

    Escalate an unresolved NHS complaint to the Ombudsman.

  3. 3
    AvMA clinical negligence advice

    Specialist helpline for medical accident support.

  4. 4
    Your rights as an NHS patient

    Understand the NHS Constitution before you complain.

Official bodies and resources

National Health Service

Government

The publicly funded healthcare system in the United Kingdom, providing free healthcare for all UK residents.

Visit website111

Parliamentary and Health Service Ombudsman

Ombudsman

Investigates complaints about NHS England and UK government departments, agencies, and public bodies.

Visit website0345 015 4033

Care Quality Commission

Regulator

The independent regulator of health and adult social care in England, inspecting and rating care services.

Visit website03000 616161

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Disclaimer

This information is for general guidance only and does not constitute legal advice. You should seek qualified legal help if your situation requires it.