How to make an NHS complaint

The NHS complaints process has two formal stages: local resolution with the provider or commissioner, and a referral to the Parliamentary and Health Service Ombudsman if you remain dissatisfied. There is no charge at either stage. The process is set out in regulations and applies to every NHS provider in England.

Stage 1 — Local resolution

Send your complaint in writing to the provider's Patient Advice and Liaison Service (PALS), or directly to the Chief Executive. The provider must acknowledge within 3 working days, agree a timeline for response, and respond fully (in most cases within 6 months). Local resolution gives the provider the chance to investigate and put things right.

What to include: your full name and date of birth; the dates, times, and locations of the events you are complaining about; the names of any clinicians involved (where known); a clear description of what went wrong; and what outcome you are seeking (apology, change in practice, financial recompense where applicable). Attach any relevant correspondence.

Whom to complain to

For complaints about hospital care — the NHS Trust's PALS or Complaints Manager.
For complaints about a GP practice — either the practice manager (preferred) or the local Integrated Care Board (ICB).
For complaints about an NHS dentist, pharmacist, or optician — the local ICB.

Time limit

The standard time limit is 12 months from the event you are complaining about, or 12 months from when you first became aware of it — whichever is later. Late complaints can be considered if there is good reason.

Stage 2 — The Ombudsman

If you are not satisfied with the provider's response, you can refer the matter to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO independently investigates complaints about UK government departments and the NHS in England. The Ombudsman's review is the final step in the formal NHS complaints process; courts will normally require that you exhaust this route first.

Help with making a complaint

Independent advocacy services (sometimes called “ICAS” or POhWER, Healthwatch local advocacy) can help you write the complaint and represent you at meetings — free of charge. PALS at the Trust can also provide guidance.

If the complaint involves clinical harm

If the complaint involves clinical negligence with significant harm, you may also have grounds for a legal clinical-negligence claim — that is a separate civil-law route and has a 3-year time limit. The NHS complaints process and the legal route can run in parallel.

Sources

NHS England, How to feedback or make a complaint about an NHS service.
Parliamentary and Health Service Ombudsman, www.ombudsman.org.uk.
The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

Common questions

Where can I find the official documentation? Each numbered source link above takes you to the canonical NHS England, NHS Digital, NICE, or CQC publication. PlainNHS does not paraphrase these documents at length — we point you to them and explain the practical implication for patients.

How often does the underlying guidance change? NHS operational standards (RTT, A&E, cancer) have been stable for several years but performance against them is published monthly. NICE guidelines are revised every 2-3 years on a published schedule. CQC's inspection methodology was last updated in 2024 and the new framework is now in force for all inspections.

What if my situation differs from what is described here? Always speak to your GP, NHS 111, or PALS at the treating Trust. The guidance on this page covers the standard pathway; individual cases can vary on clinical grounds, locality of services, and patient preference.

How PlainNHS uses this guidance

When we present operational performance data on a Trust profile (e.g. “a Trust achieved 76% on the 18-week RTT standard”), we are referring to the same standard described on this page. Reading this guide gives you the context to interpret the numbers correctly. The PlainNHS methodology describes how we compute and verify the figures.

Related guides on PlainNHS

Important: This guide is general information and not medical advice. Always consult your GP, NHS 111, or a qualified healthcare professional for clinical decisions about your own care.