How to Complain
Making a complaint about NHS or social care services can be scary or confusing. This page will guide you through all the steps, to help make the process as straightforward as possible.
If you need further advice, or still have questions about complaining about a service, contact us and we can help.
There are two ways you can complain about a GP practice. Read through the two options available to you and choose the one you feel more comfortable with. You can only use one option, so it is a good idea to take some time to think about which one is the best one for you and your complaint. You can always contact us if you are unsure.
Option 1: Complain directly to your GP practice
Every GP practice has a complaints procedure and someone who is responsible for dealing with complaints. GP practices must share their complaints procedure with patients if they ask for it.
Talk to a receptionist or practice manager about how to make a complaint. When you make your complaint, make sure you include:
- What or who you’re complaining about
- What happened and when
- How to contact you
Your GP practice must acknowledge your complaint within three days. They are also required to let you know about the outcome of your complaint.
Option 2: Complain to NHS England
If you don’t feel comfortable complaining directly to your GP practice, you can complain to NHS England.
NHS England are responsible for your GP practice’s contract and for making sure they carry out their contract correctly.
You can complain to NHS England using the phone, email, or post.
Phone: 0300 311 22 33
Email: [email protected]. Make sure you write ‘For the attention of the complaints team’ in the subject line
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Complain to the ombudsman
If your complaint is unresolved after you’ve contacted your GP practice or NHS England, your complaint can be referred to the Parliamentary and Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman exists to resolve complaints about health and social care services in England.
You can refer your complaint to them using the phone or online.
Online: https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/complaint-forms
Phone: 0345 015 4033
There are two ways you can complain about a hospital service. Read through the two options available to you and choose the one you feel more comfortable with. You can always contact us if you are unsure.
This information is for patients in NHS hospitals, or for patients in a private hospital when the treatment is being funded by the NHS.
Option 1: Speak to PALS
The Patient Advice and Liaison Services (PALS) exists to help sort out complaints or problems with hospital care. They are usually able to help with most complaints informally and can help you make a formal complaint.
PALS: Chelsea and Westminster Hospital
Email: [email protected]
Phone: 020 3315 6727
PALS: St Mary’s Hospital
Email: [email protected]
Phone: 020 3312 7777
Option 2: Complain directly to your hospital
Every hospital has a complaints procedure and someone who is responsible for dealing with complaints. Hospitals must share their complaints procedure with patients if they ask for it.
Talk to a receptionist or hospital manager about how to make a complaint. When you make your complaint, make sure you include:
- What or who you’re complaining about
- What happened and when
- How to contact you
Your hospital must acknowledge your complaint within three days. They are also required to let you know about the outcome of your complaint.
Complain to the ombudsman
If your complaint is unresolved after you’ve contacted your hospital, your complaint can be referred to the Parliamentary and Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman exists to resolve complaints about health and social care services in England.
You can refer your complaint to them using the phone or online.
Online: https://www.ombudsman.org.uk/making-complaint/complain-us-getting-started/complaint-forms
Phone: 0345 015 4033
There are two ways you can complain about an NHS dental practice. Read through the two options available to you and choose the one you feel more comfortable with. You can always contact us if you are unsure.
Option 1: Complain directly to your NHS dental practice
You can contact your dental practice and ask for the person in charge of complaints.
Option 2: Complain to the Dental Complaints Service
If you don’t feel comfortable contacting your dental practice directly, you can get in touch with the Dental Complaints Service.
You can complain to the Dental Complaints Service using the phone or post.
Phone: 020 8253 0800
Post: Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ
If you need help making a complaint, you can get someone to help you. This is called advocacy.
Advocacy supports people to express their views and concerns. An advocate will make sure your views are considered when choices are made about your care and treatment. They will also support you if you want to make a formal complaint.
A service called the Independent Health Complaints Advocacy exists to support people to make a complaint against an NHS provided service. In Kensington & Chelsea and Westminster, this service is run by an organisation called POhWER.
To access local advocacy services and get help with your complaint, you can contact POhWER in a number of ways:
Online: https://www.pohwer.net/forms/contact-us
Telephone: 0300 456 2370
Text: send the word ’pohwer’ with your name and number to 81025
Email: [email protected]
Post: PO Box 17943, Birmingham, B9 9PB
When should I complain?
You should complain as soon as you can. This will help to have your complaint resolved as soon as possible. Complaints should be made within 12 months of the date of the event you are complaining about.
Who can complain?
You can make a complaint yourself. If you are unable to complain yourself, you can ask someone else to make the complaint with your permission.
What is advocacy?
Advocacy supports people to express their views and concerns. An advocate will make sure your views are considered when choices are made about your care and treatment, and they will support you to make a formal complaint.
If you want to have an advocate, visit our 'Getting help with a complaint' section above for more information.