Your right to complain
The NHS Constitution gives every patient the right to have their complaint investigated and to be told the outcome. This right applies across England. Scotland, Wales, and Northern Ireland have equivalent rights under their own frameworks.
Who to complain to
You can complain to the organisation that provided the care — the hospital, GP surgery, or NHS Trust — or to the commissioner of that service (usually NHS England or your Integrated Care Board). You cannot complain to both at the same time about the same issue.
For most hospital complaints, write or email the Trust's Patient Experience or Complaints team. For GP complaints, contact the practice manager directly.
Time limits
You normally have 12 months from the event you are complaining about, or 12 months from when you first became aware of the problem. The organisation can extend this if you have good reason for the delay.
What to expect
- An acknowledgement within three working days
- A full response within 25 working days (or an explanation of why more time is needed)
- A clear explanation of what happened and why
- An apology if something went wrong
- Details of any action taken to prevent recurrence
If you are not satisfied
If you have exhausted the local complaints process and are not satisfied with the response, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). This is a free, independent service. The PHSO can investigate and, where appropriate, recommend remedies including financial compensation.
PALS — the Patient Advice and Liaison Service — can support you through the complaints process before you reach the formal stage. Contact the PALS team at the relevant Trust for free advice and guidance. Find your Trust on our NHS Trusts directory.