How to complain about NHS care
The right to complain about NHS care is part of the NHS Constitution, and the process is set by the Local Authority Social Services and NHS Complaints (England) Regulations 2009. In practice it has two stages: local resolution with the organisation involved, then the Parliamentary and Health Service Ombudsman if you remain dissatisfied.
You can complain either to the provider (the hospital trust, GP practice, dentist or pharmacy) or to the commissioner of the service (usually the integrated care board, or NHS England for some services), but not both for the same complaint. Complaining to the provider is usually faster, because they hold the records and the staff.
The stages at a glance
01Stage 1: Local resolution (complaints team / PALS)
Response: commonly 25 to 40 working daysSend a written complaint to the organisation's complaints team, or start informally through the Patient Advice and Liaison Service (PALS) at hospital trusts. The organisation must acknowledge your complaint within 3 working days and agree how and when it will respond. There is no single statutory deadline for the full response, but many trusts publish targets of 25 to 40 working days. Chase in writing if the agreed date passes.
02Stage 2: Parliamentary and Health Service Ombudsman (PHSO)
If the final response does not resolve your complaint, you can ask the PHSO to investigate. It is free, you do not need an MP's referral for health complaints, and the PHSO expects you to have completed local resolution first. Bring the ombudsman your original complaint, the final response, and a clear statement of what remains unresolved and what outcome you want.
The 25 working day figure used in TrackMyComplaints' NHS template is a common target, not a legal deadline. Adjust it to whatever timescale the organisation agreed with you.
The 12-month time limit
An NHS complaint should normally be made within 12 months of the event, or within 12 months of you becoming aware there was something to complain about. Organisations can accept later complaints where there is good reason and investigation is still practical, but do not rely on that discretion. If you are near the limit, send a short holding complaint now and add detail later.
Free, independent help
Every local authority area in England must commission a free NHS complaints advocacy service; organisations such as VoiceAbility and POhWER hold many of these contracts. An advocate can help you draft the complaint, prepare for meetings and understand responses. This is separate from PALS, which is part of the trust itself.
For private treatment, the NHS process does not apply: complain to the provider, then to the Independent Sector Complaints Adjudication Service (ISCAS) if the clinic subscribes to it.
What to keep as evidence
NHS investigations turn on records. Alongside your own timeline, ask for copies of the relevant medical records early. You have a right of access under UK GDPR, and a subject access request is free.
- Dates of appointments, admissions and phone calls, and the names or roles of staff involved.
- The complaint acknowledgment (check it arrived within 3 working days) and the agreed response date.
- Every response, and where it does or does not answer each point you raised.
- Evidence of impact: ongoing symptoms, extra appointments, travel, time off work.
Common questions
How long do NHS complaints take?
The organisation must acknowledge your complaint within 3 working days and agree a timescale for the full response with you. Many trusts aim for 25 to 40 working days, but complex complaints legitimately take longer. If the agreed date passes without a response or an explanation, that delay is itself something the ombudsman can consider.
Do I need to go through my MP to reach the health ombudsman?
No. Health complaints go directly to the Parliamentary and Health Service Ombudsman once local resolution has finished. The MP referral requirement only applies to complaints about UK government departments, such as the DWP.
Will complaining affect my care?
The NHS Constitution is explicit that complaining must not prejudice your treatment. If you believe it has, that is a serious complaint in its own right, and worth raising with the trust and, if necessary, the ombudsman.
Track this complaint as you go
TrackMyComplaints comes with this exact stage structure as a ready-made template. Response deadlines are calculated in UK working days, and every letter, call and document stays on one timeline. Free, no card required.
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This guide is general information about complaint procedures in England, last reviewed 2026-07-16. It isn't legal advice; always check the organisation's own published policy.