Hailey Tran
If you are unhappy with the service or care you have received from a hospital in the UK, you have the right to make a complaint. This can be done by speaking to a member of staff, contacting the hospital directly, or getting in touch with the commissioner of the services. It is recommended that you try to resolve the issue with the staff involved or the manager of the team first, as they may be able to help quickly. If you are unsure about the process, you can get guidance from the Patient Advice and Liaison Service (PALS) or the Patient and Client Council (PCC). Once you have made a complaint, it will be investigated, and you should receive a written response.
| Characteristics | Values |
|---|---|
| Who can complain | Anyone who is unhappy with the service or care received from the NHS or independent sector providers |
| What can be complained about | Any aspect of NHS care, treatment, or service, including hospitals, GPs, dentists, opticians, pharmacists, ambulance services, and community services like district nursing |
| Where to complain | NHS service provider directly (e.g. GP, hospital) or the commissioner of the services (e.g. local integrated care board (ICB) for complaints about hospital care) |
| How to complain | Verbally, in writing, or by email; through feedback forms available on premises or websites; by speaking to a member of staff or the Patient Advice and Liaison Service (PALS); or with the help of an NHS complaints advocate |
| Time limit for complaining | Complaints should normally be made within 12 months of an incident or of it coming to one's attention, with some flexibility for valid reasons |
| Response time | A full response within 10 working days for complaints about a family doctor, dentist, pharmacist, or optician; 20 working days for complaints made with the help of the Strategic Planning and Performance Group (SPPG) Complaints Team |
| Response format | Written response explaining any actions to be taken as a result of the investigation |
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Who to complain to
If you have a complaint about a hospital in the UK, there are several options for who you can contact. It is recommended that you first try to resolve the issue with the hospital staff or manager directly. Many hospitals also have a Patient Advice and Liaison Service (PALS), which is a free and confidential service that can help you resolve issues without needing to make a formal complaint.
If you are unhappy with an NHS service, you can make a complaint to the NHS service provider directly (such as a hospital) or to the commissioner of the services, which is the body that pays for the NHS services you use. You cannot complain to both. If your complaint involves multiple organisations, such as your GP, local hospital, and ambulance service, these organisations must work together to provide a coordinated response. Contact your local integrated care board (ICB) for complaints about primary and secondary care services, such as hospital care, mental health services, and community services. Each ICB will have its own complaints procedure, which is usually available on its website.
If your complaint is about the use of the Mental Health Act on someone detained in hospital or put under a guardianship or community treatment order, you should complain to the Care Quality Commission (CQC). Complaints should typically be made within 12 months of the incident or of it coming to your attention, and you can make a complaint verbally, in writing, or by email.
If your complaint is about private healthcare, the process may be different. If you have a concern or complaint about services provided by an independent sector provider, such as a private clinic, you should first raise your concerns or make your complaint to the service provider for local resolution. If the treatment you received was commissioned by a Health and Social Care (HSC) Trust, you can contact the HSC Trust to investigate your concern as part of their Trust complaints process.
If you are not satisfied with the response to your complaint, you can escalate the issue to an external body. In Northern Ireland, you can refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO), who will decide whether to investigate. For NHS complaints in England, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to investigate if you are unhappy with how your complaint has been handled. The PHSO will further investigate your complaint if they agree it hasn't been dealt with properly, and you should approach them within one year of the incident.
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How to complain
If you are unhappy with the service or care you received at a hospital in the UK, you have the right to make a complaint. You can complain about any aspect of your hospital experience, including the care, treatment, or services you received. You can either complain to the hospital directly or to the commissioner of the services, but you cannot complain to both.
Steps to making a complaint:
- Try to resolve the issue informally: Before making a formal complaint, it is often worthwhile to discuss your concerns early on with the service provider, as they may be able to resolve the issue quickly. You can also seek guidance and support from the Patient Advice and Liaison Service (PALS), a free and confidential service available in most hospitals, to help you resolve issues informally without the need to make a formal complaint.
- Identify the appropriate complaint process: If you are complaining about an NHS service, you can complain to the NHS service provider directly (such as the hospital) or to the commissioner of the services, which is the body that pays for the NHS services you use. If your complaint is about private healthcare, the process may be different, and you should first raise your concerns with the service provider for local resolution.
- Gather necessary information: When making a complaint, provide as much information as possible, including your name and contact information, the name and location of the hospital, a clear description of your complaint, and any relevant dates. If you are complaining on behalf of someone else, include their written consent with your complaint.
- Submit your complaint: You can make a complaint verbally, in writing, or by email. If you make your complaint verbally, a record will be made, and you will be provided with a written copy. Most hospitals also have feedback forms available on their premises or websites.
- Receive a response: You should receive a response to your complaint within a specified timeframe, which may vary depending on the nature and complexity of your complaint. For complaints about NHS services, you should receive a written response with the results and any actions taken as a result of the investigation.
- Further action: If you are not satisfied with the response to your complaint, you can seek further assistance. For NHS complaints, you can contact the Parliamentary and Health Service Ombudsman (PHSO) to investigate further if your complaint has not been properly addressed. For complaints about private healthcare, you may refer your complaint to the relevant ombudsman or seek legal advice.
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Time limits
When complaining about a hospital in the UK, it is important to be aware of the time limits for making a complaint. In England, complaints should normally be made within 12 months of the incident or of it coming to your attention. This time limit can be extended if there are valid reasons for not making the complaint sooner and it is still possible to conduct a fair investigation. This decision is typically made by the complaints manager in discussion with you.
In Northern Ireland, you should generally aim to complain within six months of becoming aware of the issue, and ideally no longer than 12 months after the event. Similar to England, there is discretion to waive the time limit if there are reasonable grounds, such as grief or trauma. If the time limit is not extended, you should receive a clear explanation for this decision.
For complaints about NHS services in Scotland, you typically have up to one year from discovering the issue to submit your complaint to the ombudsman. The ombudsman may extend this time limit in special circumstances.
If you are complaining about private healthcare, the process may differ. It is recommended to contact the service provider directly and allow them to investigate your concerns and respond. If their response is unsatisfactory, you can then escalate the matter to an independent body, such as the Independent Healthcare Sector Adjudication Services.
It is always best to make your complaint as soon as possible while the events are still fresh in your mind. Most hospitals have feedback forms available on their premises or websites, and some offer informal resolution through services like the Patient Advice and Liaison Service (PALS).
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Response times
There is no set timeframe for hospitals to respond to a complaint, and the response time will depend on the nature of the complaint. However, you should receive a response within a reasonable period, and you should be kept informed throughout the process. If your complaint is about a hospital or social care service in Northern Ireland, you should receive a full response within 20 working days. If your complaint is about NHS 24, the Golden Jubilee National Hospital, the Scottish Ambulance Service, or the State Hospital, there is no set response time, but you should receive a response within a reasonable period and be kept informed.
If your complaint is about a hospital in England, the NHS organisation you are complaining about should discuss with you the period within which a response to your complaint is likely to be sent. Once your complaint has been investigated, you will receive a written response. This response should set out the findings and, where appropriate, provide apologies and information about any actions taken as a result of your complaint. It should also include information on how the complaint was handled and your right to take your complaint to the relevant ombudsman if you are unsatisfied with the response.
If you are complaining about a hospital in Scotland, there is no set response time, but you should receive a response within a reasonable period and be kept informed. If you are not satisfied with the response, you can make a complaint to the Scottish Public Services Ombudsman (SPSO).
It is important to note that complaints should generally be made within 12 months of the incident or of it coming to your attention. This time limit can sometimes be extended if there are valid reasons for not making the complaint sooner, and a fair investigation is still possible.
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Further steps
If you are unsatisfied with the response to your complaint, there are several options for further action. If your complaint is about a hospital or social care service, you should typically receive a full response within 20 working days. If your complaint takes longer to resolve, you should be informed and provided with an explanation.
If you are unhappy with the final decision of the provider organisation, you can refer your complaint to an independent body, such as the Northern Ireland Public Services Ombudsman (NIPSO) or the Parliamentary and Health Service Ombudsman (PHSO). These organisations will review your complaint and decide whether to investigate it further. It is important to note that there are time limitations for referring your complaint to these bodies, usually within one year of the incident.
In the case of complaints about NHS services, you can contact NHS England to provide feedback or make a complaint about your healthcare experience. It is recommended to include as much information as possible, such as your name, contact information, details of the service you wish to complain about, and a clear description of your concerns. NHS England will investigate your complaint and provide a written response, keeping you updated throughout the process.
If your complaint involves multiple organisations, such as your GP, local hospital, and ambulance service, the organisations are responsible for working together to ensure a coordinated response to your complaint. Each organisation involved should have its own complaints procedure, which is usually available on its website. Additionally, you can seek guidance and support from the Patient Advice and Liaison Service (PALS) or an NHS complaints advocate, who can assist you in understanding your rights and navigating the complaints process.
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Frequently asked questions
You can complain about a hospital in the UK by contacting your local health and social care trust or the commissioner of the services, which is the body that pays for the NHS services you use. You can make a complaint in person, by phone, letter, or email.
Your complaint should include your name and a valid email or home address for a reply, a phone number, the name, location, and postal address of the hospital, and a clear description of your complaint and when it happened.
Your complaint will be acknowledged within two to three working days of receipt and investigated. You will receive a written response with the result of your complaint and an explanation of any actions to be taken.
