Making a Complaint About an NHS Service (and Template)

Understand Your Rights to Complain

You have the right to make a complaint about any aspect of the NHS service you received, whether that’s from a GP, hospital, mental health services, or community healthcare.

• Your Rights:

  • Right to make a complaint: You can complain about the quality of care, treatment, or communication you received.

  • Right to be heard: Your complaint must be taken seriously and investigated. You can expect a formal response.

  • Right to support: You can get help from an advocate or someone you trust if you need assistance with the complaint process.

  • Right to receive a timely response: The NHS should respond to your complaint within one month, and you should be kept informed if the investigation takes longer.

Gather Information

Before you make your complaint, it’s helpful to gather relevant information:

• Details of the incident: Make a note of what happened, when, and where. Be as specific as possible.

• Names of staff involved: If possible, include the names or job titles of the people who were involved.

• Medical records: If your complaint relates to medical care or treatment, gather any relevant records or documents.

• Any prior communication: Keep any letters, emails, or notes of conversations you’ve had with the NHS service.

This information will help you explain your concerns clearly.

Decide How to Make Your Complaint

You can make a complaint in several ways:

• Verbally: You can speak to the staff member involved, or their manager, directly.

• Written complaint: You can write a formal complaint via letter, email, or using the NHS complaints form.

• Online: Some NHS Trusts or providers have online forms for complaints, which may be found on their website.

If you feel more comfortable, you can also ask for an advocate (someone to assist you in making the complaint) or a family member or friend to help you with the process.

Contact the NHS Provider

Start by contacting the NHS service that provided your care (such as a GP surgery, hospital, mental health team, etc.). Usually, complaints are handled by the Patient Advice and Liaison Service (PALS) for NHS hospitals or community health services. You can also contact the practice manager at your GP surgery.

• What to do:

  • If you’re complaining verbally, try to speak to a manager or supervisor. Keep a record of who you spoke to and when.

  • For a written complaint, you can use the NHS provider’s complaint form (available on their website) or write a letter explaining:

    • What happened (with dates and details).

    • Why you’re dissatisfied.

    • What you would like to happen as a result of your complaint.

If you’re unsure who to contact, visit the PALS or NHS complaints section of the provider's website.

Keep a Record of Your Complaint

It’s important to keep a copy of your complaint and any correspondence related to it. If you make a verbal complaint, follow up with an email or letter summarising what was discussed and any actions that were agreed upon. Keeping a record ensures that your concerns are properly documented.

Wait for a Response

The NHS provider should acknowledge your complaint within 3 working days and provide an expected timeframe for when you will receive a full response.

• Response Time: The NHS is generally required to respond to complaints within one month. If it’s going to take longer, they should keep you informed of the progress.

If the matter is complex or requires a detailed investigation, the response may take longer, but you should always receive regular updates.

If You're Unhappy with the Response

If the outcome of your complaint is unsatisfactory, you can:

• Ask for a review: You can request that your complaint is reviewed by a higher authority within the NHS or by an external body.

• Escalate to the Parliamentary and Health Service Ombudsman: If your complaint is still unresolved after 6 months, or if you’re unhappy with the response, you can escalate your complaint to the Parliamentary and Health Service Ombudsman. They are an independent body that can investigate NHS complaints and make recommendations.

What Are Your Rights During the NHS Complaints Process?

There are several key rights and protections that apply to you:

Right to Be Treated Fairly

• The NHS must take into account your specific needs when handling your complaint, particularly if your needs affect your communication or understanding. If necessary, they should make reasonable adjustments, such as:

  • Allowing more time for responses.

  • Providing written information in a clear and accessible format.

  • Offering support to ensure you understand the complaints process (e.g., using an advocate or support worker).

Right to Support and Advocacy

• You have the right to access advocacy services. An advocate can help you with the complaints process, ensure your views are heard, and support you in understanding any outcomes or decisions.

  • You can request an advocate through organisations such as Healthwatch, Mind, or other local support services.

Right to Confidentiality

• The NHS has a duty of confidentiality, so any personal or medical information related to your complaint will be treated confidentially. Your complaint will not result in any harm to you or affect your access to care in the future.

Right to a Timely and Transparent Response

• You have the right to receive a timely and clear response to your complaint, including any investigations or actions taken in relation to it. If a resolution or investigation takes longer than expected, the NHS provider must keep you updated regularly.

Right to No Negative Impact on Future Care

• Making a complaint should not affect the care you receive in the future. NHS organisations are prohibited from discriminating against you, retaliating, or treating you unfairly because you’ve made a complaint. You should not be penalised for raising concerns.

Example of How to Make a Complaint

Scenario: Suppose you went to a hospital for an appointment, but the staff did not make reasonable adjustments for your sensory sensitivities (e.g., loud noises and bright lights triggered you), and you felt overwhelmed.

1. You gather information about your appointment and your experience, including the time, date, and specifics of what happened.

2. You decide to make a formal complaint by writing a letter to the hospital’s PALS team, clearly explaining what happened, why it was a problem (mentioning your sensory sensitivities), and what adjustments you expected (e.g., a quieter environment, longer time for assessment, etc.).

3. You send the letter and keep a copy for your records. You also note down any responses or actions taken.

4. The hospital should acknowledge your complaint within 3 working days, and they will aim to respond fully within one month.

5. If you’re unhappy with the response (e.g., they don’t provide an explanation or make necessary changes), you can ask for a review or escalate the complaint to the Ombudsman.

Final Thoughts

Making a complaint about an NHS service is your right, and it’s important that you are heard and supported throughout the process. You are entitled to reasonable adjustments, support from an advocate, and a timely, transparent response to your concerns. If you're dissatisfied with the outcome, you can escalate your complaint to an independent body. Following these steps ensures your rights are upheld and that the NHS service is held accountable for providing quality care.

Example Complaint Letter (NHS)

This template can be adjusted depending on the specifics of your situation. Here’s an example of what a complaint might look like:

[Your Name]

[Your Address]

[City, Postcode]

[Email Address]

[Phone Number]

Date

Patient Advice and Liaison Service (PALS)

[Name of the NHS Trust or Facility]

[Address of the NHS Trust or Facility]

[City, Postcode]

Dear Sir/Madam,

Re: Formal Complaint Regarding [Service/Department] on [Date of Incident]

I am writing to formally complain about the treatment I received at [Name of NHS Service or Hospital], specifically on [date of the incident or visit]. I believe that my experience was below the standard I expect from the NHS, and I would like to raise the following concerns regarding my care.

Details of the Incident:

On [insert date], I attended [describe the NHS service—e.g., appointment at the hospital, GP surgery, mental health assessment, etc.]. During my visit, I encountered several issues that caused significant distress and inconvenience.

Specifically:

1. [Describe the issue in detail—e.g., lack of reasonable adjustments, improper treatment, insufficient communication, poor environment for your needs, failure to provide support, etc.]

2. [Provide further details, such as names of individuals involved, if you know them. If not, give as much detail as possible, such as job titles or physical descriptions, dates, and times.]

3. [If applicable, mention how the issue impacted your well-being, including any negative effects on your mental health, physical health, or emotional state.]

As someone with [health needs], I require certain reasonable adjustments to ensure I am treated appropriately during medical assessments or treatment. Unfortunately, I feel that these needs were not met during my visit. [Explain specific adjustments that were not made, such as clearer communication, longer consultation times, a quiet waiting area, or access to support.]

What I Would Like to Happen:

I would appreciate it if you could investigate this matter and provide me with a response regarding the following:

• Acknowledgement of my concerns and an explanation of why the necessary adjustments were not made.

• A review of the procedure in place to support patients with health conditions, and the steps being taken to improve services for individuals with similar needs.

• [Any specific outcome you want, such as an apology, changes in practice, better staff training, or improved facilities.]

I would be grateful if you could respond to my complaint in writing within the timeframe set out in the NHS complaints procedure. If you require any further information or clarification, please do not hesitate to contact me via [your phone number or email address].

I trust you will take my concerns seriously and address them promptly.

Thank you for your attention to this matter. I look forward to your response.

Yours faithfully,

[Your Full Name]

[Your Date of Birth (if relevant for identification)]

[Your NHS Number (if applicable)]

Final Thoughts

• Be Clear and Specific: The more details you can provide, the better. This helps ensure your complaint is taken seriously and investigated properly.

• Stay Professional: Even if you’re frustrated, aim for a clear and calm tone. This helps maintain focus on the issue rather than the emotions around it.

• Request a Specific Outcome: It's helpful to state exactly what you hope to happen (e.g., an apology, improvement in service, compensation, etc.).

• Keep Copies: Always keep a copy of your complaint and any correspondence related to it for your records.