There is a simple two-stage process for complaints about NHS services.
Your NHS complaint: what to do first
Every NHS organisation has a complaints procedure. If you want to complain about an NHS service, for example, a hospital, GP or optician, ask the service for a copy of their complaints procedure which will explain what you need to do.
Your first step will normally be to raise the matter with the NHS service concerned. You may choose to do this in writing or by speaking to them. They may be able to resolve your concerns without the need to make a more formal complaint.
This first stage is called local resolution. It aims to resolve complaints quickly and most cases are resolved at this stage.
Time limit for NHS complaints
You should make your complaint as soon as possible. The time limit for a complaint is normally:
- twelve months from the date the event happened, or
- twelve months from the date you first became aware of it
PALS
You can get help and advice from PALS (Patient Advice and Liaison Services) whose officers are available in all hospitals. They offer confidential advice, support and information on health-related matters to patients, their families and their carers.
You can find your nearest PALS office using the directory on the PALS website.
ICAS
ICAS (Independent Complaints Advocacy Service) is a national service that supports people who wish to make a complaint about their NHS care or treatment.
You can contact your local ICAS office through your hospital manager or PALS or, for a list of local ICAS phone numbers, see NHS complaints.
Citizens Advice Bureau
You can also get advice and support from your local Citizens Advice Bureau if you want to complain about the NHS, social services or local authorities. See their website for information on how to get advice from the Citizens Advice Bureau.
Other options for making a complaint
If you’re unhappy with the response to your complaint after local resolution, you can complain to the Parliamentary and Health Service Ombudsman. The Ombudsman carries out independent investigations into complaints about government departments, their agencies and the NHS. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or see their website for more information about contacting the Ombudsman.
You can also raise your concerns by contacting regulatory bodies, such as the Care Quality Commission.
For more information, see about NHS complaints.
Read the answers to more questions about NHS services and treatments.
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