Staying in hospital: how to complainComplaining about your hospital stay

It may sound obvious, but if you're unhappy with the care you're receiving, the best thing you can do is to tell a member of the nursing staff. That way, if possible, your complaint can be sorted out quickly.

However, if that doesn't work there are other steps you can take.

Finding advice and support

If you want to complain, you should first speak to a member of staff

Who you complain to depends on where you live. Whoever you speak to, it’s worth making a note of the conversation and keeping that person as your named contact.

In England

Patient Advice and Liaison Services (PALS) are available in all NHS Trusts and provide a range of support when you, your family or friends use the NHS. They provide information, help with resolving concerns or complaints and pass on any suggestions and experiences to the people who run services.

If you have a complaint, but don't want to raise it formally, PALS may be able to resolve it, but they can also refer you to other support agencies if necessary.

In Northern Ireland

Your local Health and Social Services Council or Community Health Council will provide information and advice on health and related services in your area.

In Scotland

Your local Health Board can advise what independent advice and support service is available in your area.

In Wales

Your local Community Health Council will provide information and advice on health and related services in your area.

Making a formal complaint

You can make a formal complaint if you're not happy with the treatment you've received. This could relate to your medical care, the hospital environment, quality of information, the manner of the staff, or any other aspect of your care.

You’ll find a step by step guide on how to make a formal complaint in the briefing at the bottom of the page.

If things go wrong, you can expect a full and prompt written reply and an explanation and apology where appropriate.

The NHS complaints procedure doesn't usually provide financial compensation. If you want advice about this, contact your local Citizen’s Advice Bureau or a solicitor.

Don’t wait too long to complain

You usually have to complain within 6 months of the problem occurring or within 6 months of when you became aware of the problem. However, if you were too ill to complain at the time, this limit may be extended.

In England, the Independent Complaints Advocacy Service (ICAS) is a free, confidential and independent service which can help you make a formal complaint about your NHS experience.

You can contact your local ICAS office direct, or through NHS managers at hospitals and GP practices, NHS Direct, and the Patient Advice and Liaison Services (PALS).