How do I make a complaint?
Anyone who is receiving or has received NHS treatment is entitled to complain. With consent a complaint can also be made by someone acting on behalf of a person or patient.
The first stage of a complaint is “Local Resolution” where you should make your complaint to the organisation or primary care practitioner providing the service. You can raise any concerns by speaking to a member of staff, for example a doctor, nurse, dentist or practice manager. You can also speak to the local Patient Advice and Liaison Service (PALS) who will be familiar with the local complaints procedure and support services available.
The aim of local resolution is to resolve complaints quickly and as close to the source of the complaint as possible, they may be able to resolve your complaint immediately, without the need for a more formal complaint. If this is not possible they should tell you to whom you should make a formal complaint.
If after local resolution you still want to continue with your complaint you can do so orally or by writing (including email) to the primary care practitioner or organisation concerned. If you are complaining to a hospital trusts it it usually best to address your complaint to the Chief Executive if you are unable to find a contact name for the Complaints Department.
You should receive a response within 10 working days from a primary care practitioner and 25 working days from the Chief Executive of the NHS organisation. This deadline can be extended with your agreement if your complaint is particularly complicated. If this happens you should be kept informed of all progress.
Most complaints will be answered in a letter from the Chief Executive of the Trust or a senior investigating manager.
If you would like any help with your complaint, and live in England, you can contact your local the Independent Complaints Advocacy Service (ICAS) (click here for contact numbers).
For Welsh residents the Complaints Advocacy Officer from your local Community Health Council will be able to help with complaints queries.
In Scotland your local Citizen’s Advice Bureau will send you a complaints leaflet advising you to contact the organisation you are complaining against.
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