Most concerns about NHS care can be resolved quickly when they are raised clearly and early. When they cannot, there is a formal complaints process with independent review at the end. This guide helps you organise your concern and follow the right route for your part of the UK.
Step by step
Deal with any urgent health need first
If you or the person you care for needs medical help now, get it before anything else: call 999 in an emergency or NHS 111 for urgent advice. A complaint is not the right route for urgent clinical concerns.
Speak to the team directly
Many concerns can be settled by talking to the ward sister, practice manager or the clinician involved. Stay calm and specific: explain what happened, why it concerns you and what you would like to happen now.
Get help from PALS or an equivalent
In England, the Patient Advice and Liaison Service at hospitals can help resolve concerns informally. Wales, Scotland and Northern Ireland have their own patient advice and complaints arrangements, which the provider can explain.
Make a formal complaint in writing
If the problem is not resolved, write to the provider's complaints team. Include your details, the patient's details and consent if you are complaining for someone else, dates, what happened, the impact and what outcome you are seeking. Complaints usually need to be made within a set time, so check the time limit and do not delay.
Keep records and get independent support
Keep copies of all letters and a dated log of calls. In England, local NHS complaints advocacy services offer free, independent help to make a complaint, and Healthwatch can tell you who provides it locally.
Escalate to the ombudsman if needed
If you are unhappy with the final response, you can ask the health service ombudsman for your nation to look at it: the Parliamentary and Health Service Ombudsman in England, the Public Services Ombudsman for Wales, the Scottish Public Services Ombudsman or the Northern Ireland Public Services Ombudsman.
Ready-to-use checklist
- Urgent health needs dealt with
- Concern raised with the team
- PALS or local equivalent contacted
- Written complaint sent
- Consent obtained if complaining for someone else
- Copies and a dated log kept
- Advocacy support considered
- Ombudsman route checked
Practical tips
- Say clearly what outcome you want, such as an explanation, an apology or a change to how things are done.
- Keep emotion in the facts rather than the tone; a clear, factual letter tends to get a clearer response.
- If you are worried about your ongoing care after complaining, say so; complaints should not affect your treatment.
Common problems
I have not had a response to my complaint.
Contact the complaints team to ask for an update and a timescale, and keep a note. If delays continue, ask about next steps, and you may be able to go to the ombudsman.
The complaint is about a GP practice.
You can usually complain to the practice itself or, in England, to the integrated care board that commissions the service. Choose one route, not both.
I think there may be a legal claim.
The complaints process does not decide compensation for clinical negligence. Speak to a solicitor who specialises in this area, and be aware there are time limits for legal claims.