Complain about the NHS
Even though we cannot investigate your individual complaint for you we would like to hear about your experience. This is because we believe involving people who use services in everything we do will help improve them for everyone. We therefore encourage people to share information with us.
Who should I contact?
In the first instance, you should contact the service providing your care. If for some reason you cannot do this or do not want to approach an individual then you can complain to your local Primary Care Trust (PCT).
PCTs manage many of the local health services provided such as dentists, GPs, pharmacists, NHS direct and NHS walk-in services. They also make decisions about the type of services that hospitals provide and are responsible for making sure that the quality of service is high.
Is my complaint against the NHS?
If your care is funded by the NHS, you can use their complaints procedure regardless of where it is provided.
For example, if you have an operation in an independent hospital or receive care in a hospice, as long as the care is paid for by the NHS, it is classed as an NHS complaint.
Where do I start?
Ask your hospital or trust for a copy of their complaints procedure. Every NHS body is required by law to have a complaints procedure and to make arrangements for dealing efficiently with complaints.
This stage is called the local resolution stage as it encourages people to try to resolve the complaint at local level and to put things right.
Who can help?
Making a complaint can feel like rather a daunting process, but there is help available.
The Patient Advice and Liaison Services (PALS): There is a PALS in every NHS trust and they can provide further information and discuss options with you about how your complaint can be resolved. Some complaints can be taken up by PALS on your behalf and resolved to your satisfaction. You can locate your local PALS through PALS Online or by visiting the NHS Choices website.
The Independent Complaints Advocacy Service (ICAS): ICAS is a free, confidential and independent service which can help you make a formal complaint about NHS services and has offices across the country.
The Patients Association: This is a national healthcare charity that highlights the concerns and needs of patients. Their helpline number is 0845 608 4455 and they provide advice, health news, signposting to further information and general advice.
Action against Medical Accidents (AvMA): This is an independent charity which provides free specialist advice concerning NHS or private healthcare complaints where it is suspected that harm has been caused or there is a threat to patient safety.
Trained medico-legal advisers can offer guidance on rights to different kinds of investigations, processes such as inquests, legal action and health professionals' fitness to practise procedures as well as explain medical or legal jargon.
Where necessary, AvMA can make referrals to specialist lawyers or other sources of support. You can contact their helpline from Monday to Friday, 10am - 5pm, on 0845 123 2352.
Ombudsman
If you remain unhappy with the outcome of your complaint or the way it has been handled after the local resolution stage you have the right to take your complaint to the Parliamentary and Health Services Ombudsman (PHSO).
Since April 2009, the PHSO has provided a service to people who want to complain about the NHS and have taken over as the second stage of the NHS procedure.
- Find out more about the PHSO and how to take your complaint further (opens in new window)
Find out more
If you want to find out more about how to make a complaint about an NHS service, you can download our leaflet on the process.
