How to complain about NHS services How to complain about NHS services
If you want to complain, you should first speak to a member of staff
Making a verbal complaint
If you're unhappy with any healthcare you receive, you can make a verbal complaint by either talking to the nurse, doctor or dentist who treats you, or the person who in charge of complaints at that practice or hospital.
Every NHS body has to appoint someone to handle the complaints made to them. To find this person at your hospital or practice visit the NHS Choices website.
When making a verbal complaint, it’s a good idea to write down who you speak to and what you discuss, in case you need to refer to this information later.
Making a written complaint
- In England If you'd prefer to make a written complaint, you can write directly to the NHS body which provided your care, for example the GP surgery or hospital, or to your local Primary Care Trust (PCT).
- In Wales Write to your regional NHS Trust if your complaint is about hospital or community services, or your Local Health Board if it’s about GPs, dentists, pharmacists or opticians.
- In Scotland Contact your local Health Board.
- In Northern Ireland Write to the Department of Health, Social Services and Public Safety.
When will I hear back?
You should receive acknowledgement within three working days, whether you complained verbally or in writing, and be invited to discuss the matter further. You'll then be told how your complaint will be dealt with, and how long it will take.
Unfortunately, there is no recommended time limit resolving complaints.
The deadline for making a complaint
Don't leave it too long. Normally you must complain to the NHS within 12 months of your treatment - although the deadline may be extended if there are good reasons why you couldn't complain within that time.
If it is decided that you are too late to complain, you can ask the Ombudsman to review this decision.
Taking your complaint further
Once you have made your complaint, if you're not satisfied with the response you get, you can ask a Health Service Ombudsman to review your case.
- Contact the English Health Service Ombudsman on 0345 015 4033.
- Contact the Scottish Public Services Ombudsman on 0800 377 7330.
- Contact the Public Services Ombudsman for Wales on 01656 641 150.
- Contact the Northern Ireland Ombudsman on 0800 34 34 24.
The Ombudsman is your last resort for help with resolving your complaint about an NHS service. If you are unhappy with the Ombudsman’s decision, you will need to seek legal advice.
