How to Complain About NHS Treatment: Your Complete Guide
When NHS treatment goes wrong, you have the right to complain. Here's how to navigate the system and get answers.
When NHS treatment goes wrong, you have the right to complain and seek answers. Whether it's a missed diagnosis, poor care, or rude staff, here's how to navigate the NHS complaints system.
Understanding Your Options
PALS: Your First Port of Call
The Patient Advice and Liaison Service (PALS) is available at most NHS hospitals. They can:
- Resolve concerns informally and quickly
- Explain how to make a formal complaint
- Put you in touch with the right people
- Support you through the process
PALS is particularly useful for urgent concerns that need immediate action.
Formal NHS Complaint
For serious issues or when you want a formal record, you can make an official complaint. This triggers a formal investigation and written response.
Legal Claim
If you've suffered harm due to negligence, you might have a clinical negligence claim. This is separate from the complaints process and seeks compensation.
Step-by-Step: Making an NHS Complaint
Step 1: Decide Where to Complain
- Hospital treatment: Complain to the hospital trust
- GP or dentist: Complain to the practice or NHS England
- Ambulance service: Complain to the ambulance trust
- Pharmacy: Complain to NHS England
Step 2: Time Limits
You should complain within 12 months of:
- The incident happening, OR
- You becoming aware of the problem
Extensions may be granted in certain circumstances.
Step 3: Write Your Complaint
Include:
- Your full name and contact details
- NHS number (if known)
- Details of what happened (dates, times, locations, staff involved)
- What went wrong
- What you want as an outcome (apology, explanation, changes to prevent recurrence)
- Any relevant documents (letters, prescriptions, photos)
Step 4: Submit Your Complaint
Send to the trust's complaints department. Most accept complaints by:
- Letter
- Online form
- In person
Request written acknowledgment.
Step 5: Wait for Investigation
The NHS aims to acknowledge complaints within 3 working days and respond fully within a reasonable timeframe (usually agreed with you, but should be within 6 months).
Step 6: Review the Response
The response should address every point you raised and explain:
- What happened and why
- What action has been taken
- Any changes to prevent recurrence
- An apology where appropriate
If You're Not Satisfied
Local Resolution
Ask for a meeting to discuss the response. Sometimes face-to-face clarification helps.
Parliamentary and Health Service Ombudsman (PHSO)
If local resolution fails, escalate to the PHSO:
- Free and independent
- Can investigate NHS complaints
- Can recommend compensation and changes
- Must be contacted within 12 months of final NHS response
The PHSO is the final stage for NHS complaints.
Getting Help
NHS Complaints Advocates
Free advocates can help you:
- Write your complaint
- Attend meetings
- Understand responses
- Navigate the system
Find one through your local Healthwatch or Citizens Advice.
Community Health Councils (Wales)
In Wales, CHCs provide similar support to NHS patients.
Clinical Negligence Claims
A complaint and a legal claim are different:
| Complaint | Legal Claim |
| Seeks explanation and apology | Seeks compensation |
| Free to make | May need a solicitor |
| Can lead to changes | Requires proving negligence |
| No time limit extension | 3-year time limit |
Do You Have a Claim?
You might have a clinical negligence claim if:
- Duty of care existed (you were a patient)
- Breach occurred (care fell below acceptable standards)
- Causation proved (the breach caused your injury)
- Damage suffered (you have quantifiable losses)
Finding a Solicitor
- Look for clinical negligence specialists
- Many offer free initial consultations
- "No win, no fee" arrangements are common
- Check they're regulated by the SRA
Time Limits
- Generally 3 years from injury or awareness
- Different rules for children and those lacking capacity
- Don't delay - gathering evidence takes time
Recent Changes (2025)
Key updates affecting NHS complaints:
- 60-day resolution target for many complaints
- Digital submission more widely accepted
- Integrated Care Boards now handle some claims previously managed by CCGs
- New Personal Injury Discount Rate affects compensation calculations
What Compensation Can You Get?
Through PHSO
The Ombudsman can recommend:
- Financial remedy (typically £100-£5,000 for distress)
- Written apology
- Service improvements
- Staff training
Through Legal Claim
Clinical negligence compensation includes:
- General damages for pain, suffering, loss of amenity
- Special damages for financial losses (care costs, lost earnings)
- Future losses if ongoing care is needed
Serious cases can result in millions in compensation.
Protecting Yourself
Keep Records
- Dates of appointments
- Names of staff
- What was said
- Copies of letters and results
Get a Second Opinion
If you're concerned about diagnosis or treatment, you can ask for a second opinion.
Access Your Medical Records
You have the right to see your NHS records. Request them from your GP or the hospital.
Take Action
Don't suffer in silence. Use our complaint letter generator to create a formal NHS complaint, and know that escalation routes exist if you don't get answers.
NoReply Team
Consumer rights experts dedicated to helping you get what you deserve.
