If you want to complain about an NHS service such as a hospital, GP or dentist, ask the service for a copy of their complaint’s procedure, which will explain what you need to do. If you speak to them, they may be able to resolve your concerns without you having to go through the complaints process. If your complaint is about a hospital, you might want to start by contacting its Patient Advice and Liaison Service (PALS). 

However, you may choose to make a complaint at any time. You can do this in writing, by email, or by speaking to them. This is called the local resolution stage, and it aims to resolve complaints quickly – most cases are resolved at this stage. If you would like to make a complaint, follow the NHS complaints process.

You may make a complaint to either the organisation that provided your healthcare or the organisation that commissioned that NHS service. The commissioning body will be the local Integrated Care Board (ICB) for hospital care, NHS England for GP, dental, pharmacy and optical services, or your local authority for complaints about public health services.

The time limit for a complaint is normally 12 months from the date the event happened, or from the date you first became aware of it.

Complaints about the NHS | The Advocacy People provide Independent Health Complaints Advocacy (IHCA) and some Factsheets to help you if you would like to make the complaint yourself or have started the process already.

Find tips on how to complain about NHS services.

If you are not satisfied with the outcome of your formal complaint you may be able to complain to the Parliamentary and Health Service Ombudsman.