How do I complain about NHS treatment?
Short answer
Start with PALS at the trust, which often resolves things within days. If that fails, complain formally in writing within 12 months of the incident: the NHS must acknowledge within three working days and reply in full within 25 working days. Still unhappy? Refer it to the Ombudsman.
Most NHS complaints are settled without a formal process at all. Every trust in England has a Patient Advice and Liaison Service (PALS), staffed independently of clinical teams, which can look into a concern, talk to the ward or department on your behalf and often fix things within days. Find yours on nhs.uk or through the hospital switchboard. Go straight to a formal complaint if the matter is serious — a patient safety incident, or possible negligence.
Making a formal complaint
- Choose one respondent. Complain either to the provider — GP practice, trust, pharmacy, ambulance service — or to the commissioner, your Integrated Care Board, where the problem is about funding or access rather than the care itself. Not both at once about the same matter; our complaint route wizard helps you decide.
- Put it in writing, with your full name and date of birth, the dates of the treatment, a clear account of what happened and — this matters — the outcome you want.
- Mind the deadline. You have 12 months from the incident, or from the point you realised something had gone wrong. A late complaint must still be considered if there is a good reason for the delay and it can still be investigated properly.
- The timescales run against them: acknowledgement within three working days, a full written response within 25 working days, and they must tell you if more time is needed.
Help, and what happens next
Free NHS Complaints Advocacy — commissioned by local authorities under the Local Government and Public Involvement in Health Act 2007 and delivered by organisations such as POhWER and VoiceAbility — will help you draft the letter, attend local resolution meetings with you and challenge a poor response. There is no financial test.
If the final response does not satisfy you, refer the case to the Parliamentary and Health Service Ombudsman, which is free, independent of the NHS, and reachable on 0345 015 4033. It can require apologies, corrections to your records and changes in practice, and can recommend payments typically between £100 and £10,000. What it cannot do is award damages the way a court can: compensation for harm means a clinical negligence claim through a solicitor, subject to a three-year limit, and AvMA runs a specialist helpline for people harmed by medical accidents. You can pursue both routes at once. And NHS organisations are prohibited from treating you less favourably because you have complained.
Related guides
How to Complain About NHS Treatment
If something has gone wrong with your NHS care, you have the right to complain and receive a full written response. This guide walks through the three steps in order — PALS first, then the formal complaint, then the Ombudsman — and what to write at each stage. If you are still deciding whether a complaint is the right process at all, rather than a negligence claim, a regulator referral, or an inquest, start with our guide to <a href="/complaints-ombudsmen/nhs-complaints">choosing the right NHS route</a>.
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PHSO: The Final Stage of an NHS Complaint
If your NHS complaint is not resolved at the local NHS provider stage, the Parliamentary and Health Service Ombudsman (PHSO) is the final independent route. The PHSO investigates clinical failings, administrative failures, and service shortcomings. About 30% of investigated complaints are upheld. This guide explains the process, the eligibility rules, and what remedies are available.
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Under the UK GDPR and Data Protection Act 2018, you have the right to access the personal health information that the NHS holds about you. This includes GP records, hospital letters, test results, and medication history.
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Your Rights as an NHS Patient
The NHS Constitution sets out the rights that all patients in England are legally entitled to when they use NHS services. Knowing your rights can help you access the care you need and challenge decisions or treatment that falls short of what the NHS is required to provide.
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