Complaining About NHS Treatment

Examples include:

• Treatment or care you believe was poor.
• Delays, missed appointments or missing follow-up.
• Staff behaviour or poor communication.
• Problems with medicines or discharge arrangements.
• Your disability or communication needs being overlooked.
• Lack of dignity, privacy or respect.

Describe what happened and what you want investigated.

Make a short record of:

• The hospital, surgery or service involved.
• Dates, departments and staff names, if known.
• What happened, in date order.
• How it affected you.
• Any letters, appointment messages or other evidence.
• What you would like done.

You can ask for an explanation, an apology, action to put something right or changes to prevent it happening again.

Keep copies of your complaint and replies. Use the organisation’s official complaints contact details when sharing private information.

You can complain directly to the organisation providing your NHS care or to the organisation that commissions it. Choose one route rather than submitting the same complaint to both.

For most GP, dental, pharmacy, optician, hospital and community-service complaints, the commissioner is your local integrated care board (ICB). Some specialist, prison and military health services have different arrangements.

Normally, complain within 12 months of the incident or when you became aware of it. An extension may be possible where there is a good reason.

You can complain by speaking, writing or emailing. The organisation should acknowledge it and offer to discuss how it will be handled within three working days. Agree an expected response date.

Free NHS complaints advocacy is available. Local Healthwatch can help you find it.

If you remain dissatisfied after the local complaints process, contact the Public Service Ombudsman (formerly the Parliamentary and Health Service Ombudsman).

For GP, dental, pharmacy or optician complaints, contact the practice or service first. For other NHS services, contact the responsible NHS health board.

Normally, complain within six months of the event or finding out there was a reason to complain, and no later than 12 months after the event. Ask about an exception if you could not complain sooner.

The Patient Advice and Support Service (PASS) provides free, confidential, independent support.

If you remain unhappy after the NHS complaints process, you can approach the Scottish Public Services Ombudsman.

Concerns raised from 1 April 2026 follow the “Listening to People” process. Earlier complaints continue under “Putting Things Right”.

Contact the service or your health board or trust’s concerns team. For GP, dental, pharmacy or optician care, you can normally approach the practice, or ask the health board to help.

Normally, raise your complaint within 12 months of the event or becoming aware of the issue. If you are late, explain why and ask whether it can still be considered.

You should be offered a Listening Discussion to explain what happened and what outcome you want. The organisation will consider early resolution or a fuller investigation.

Llais provides free, independent complaints advocacy. If you remain dissatisfied after the complaints process, contact the Public Services Ombudsman for Wales.

Contact the Health and Social Care organisation or service responsible for your care.

From 1 January 2026, HSC organisations use a new two-stage complaints procedure:

• Stage one: an early response, normally within five working days.
• Stage two: a fuller investigation, normally within 20 working days. If more time is needed, you should receive an explanation and revised date.

Normally, raise the complaint within six months of the event or becoming aware of the issue. Explain any delay: time limits should allow consideration of individual circumstances.

The Patient and Client Council can help you understand the process.

If you remain dissatisfied after the organisation’s final response, you can approach the Northern Ireland Public Services Ombudsman, normally within six months of completing the complaints procedure.

Tell the complaints team what would help you take part. You can ask about:

• Easy Read, large print or another accessible format.
• An interpreter or communication support.
• Help recording a spoken complaint.
• A relative, carer or advocate supporting you.
• An accessible meeting or a suitable way to communicate.

If you complain for another person, the organisation may need their consent. If they cannot consent or have died, ask what representative arrangements apply.

Identify the questions that remain unanswered. Ask the complaints team to explain its findings and confirm whether its response is final.

Once the local process is complete, follow the relevant ombudsman route. Ombudsmen have their own deadlines, so seek advice promptly.

A complaint does not automatically result in compensation. If you are considering a clinical negligence claim, get specialist legal advice promptly: separate rules and deadlines apply.

Struggling to put your complaint into words? Sixpence Support UK can help you prepare a clear letter or email explaining what happened and what you want addressed.

Our own information and letter support are free, with no hidden costs.

We do not investigate complaints, provide medical or legal advice, or guarantee an outcome.

Contact: help@sixpencesupportuk.org