If you have received poor medical care, experienced a delay in diagnosis, or feel that NHS staff have not treated you appropriately, you have the right to raise a concern. Knowing how to complain about NHS treatment can help you understand your rights, get an explanation of what happened and seek improvements in your care.

The NHS has formal complaints procedures designed to investigate concerns about patient care, medical decisions, communication, waiting times and the behaviour of healthcare professionals. Whether your experience involved a GP surgery, hospital, NHS dentist, mental health service or another healthcare provider, you can make a complaint without needing a solicitor.

This step-by-step guide explains how to complain about NHS treatment in the UK, where to send your complaint, how long the process takes, what happens if you are unhappy with the response and where to find independent support.

Quick Answer: How Do You Complain About NHS Treatment?

To complain about NHS treatment:

1. Contact the NHS hospital, GP surgery or healthcare provider involved.
2. Explain what happened and when it happened.
3. Describe why you are unhappy and what outcome you want.
4. Submit your complaint in writing or through the provider’s complaints procedure.
5. Allow the organisation to investigate and respond.
6. If you are unhappy with the final response, contact the relevant ombudsman for your UK nation.

In England, complaints should generally be made within 12 months of the incident or becoming aware of the problem. Exceptions may apply where there are good reasons for the delay.

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1. What Can You Complain About NHS Treatment For?

Patients have the right to complain about any aspect of NHS care, treatment or services.

You do not need to prove that medical negligence has occurred before making a complaint. You can raise concerns simply because you believe the care you received was inappropriate, inadequate or below the standard you expected.

Common reasons for making an NHS complaint include:

• Poor medical treatment: You believe your condition was not properly assessed, diagnosed or treated.
• Delayed diagnosis: Your symptoms were dismissed or investigations were unnecessarily delayed.
• Long waiting times: You experienced unreasonable delays in appointments, investigations or treatment.
• Communication problems: Healthcare professionals did not explain your diagnosis, treatment options or risks clearly.
• Staff behaviour: You experienced rude, disrespectful or discriminatory treatment.
• Medication errors: You received incorrect medication, dosage instructions or prescriptions.
• Hospital care concerns: You experienced poor nursing care, inadequate hygiene or problems during admission.
• Mental health services: You were unhappy with an assessment, referral, treatment plan or access to support.
• Lack of informed consent: You believe a procedure or treatment was carried out without adequate explanation or agreement.
• Confidentiality concerns: Your personal or medical information was handled inappropriately.

For example, if you believe your symptoms were repeatedly overlooked before receiving a diagnosis, you can raise this through the NHS complaints process.

If you are concerned about delays in accessing treatment, our guide to NHS surgery waiting lists in 2026 may also help explain how waiting times work.

2. Step One: Contact the NHS Service First

The first step is usually to contact the organisation responsible for the treatment you are unhappy with.

Depending on your experience, this could include:

• An NHS hospital or hospital trust.
• Your GP practice.
• An NHS dental surgery.
• An NHS mental health service.
• An NHS community healthcare provider.
• An NHS ambulance service.
• An NHS-funded healthcare organisation.

Most NHS organisations have a complaints department or patient experience team.

If you are complaining about hospital treatment, you can contact the hospital’s complaints team or Patient Advice and Liaison Service (PALS).

What is PALS?

The Patient Advice and Liaison Service (PALS) provides free and confidential support in many NHS hospitals. It can help patients understand hospital services, raise concerns and resolve certain problems informally.

PALS can be particularly useful if you want to address an issue quickly without immediately starting a formal complaint.

However, contacting PALS is not the same as submitting a formal complaint. If you want an official investigation and written response, make this clear.

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3. Step Two: Check the NHS Complaints Time Limit

Understanding the complaints deadline is important because waiting too long may make it harder to investigate your concerns.

In England, the general rule is that you should make your NHS complaint within:

• 12 months of the incident happening; or
• 12 months of becoming aware of the issue.

The later date usually applies.

Can you complain after 12 months?

Yes, in certain circumstances.

An NHS organisation may accept a late complaint if there is a good reason for the delay and it is still possible to investigate the matter properly.

For example, you may have experienced a serious illness, been dealing with difficult personal circumstances or only recently discovered that something went wrong with your treatment.

It is worth explaining the reason for the delay when submitting your complaint.

Remember that complaints procedures differ across England, Scotland, Wales and Northern Ireland, so check the relevant national guidance before relying on a particular deadline.

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4. Step Three: Gather Evidence and Medical Information

Before writing your complaint, collect relevant information to help the NHS understand what happened.

You do not need to have every document available before making a complaint, but providing supporting information can make the investigation easier.

Useful information includes:

• Dates and times of appointments or hospital visits.
• Names or job titles of healthcare professionals involved, if known.
• Hospital discharge summaries.
• Appointment letters and referral documents.
• Relevant medical records.
• Medication prescriptions and treatment information.
• Emails, letters or messages exchanged with the NHS.
• Photographs or other relevant evidence, where appropriate.
• Notes explaining how the experience affected you.

You can also request a copy of your medical records if you need more information about your treatment.

Tip: Keep a written timeline of events. Include what happened, who was involved, what you were told and how the situation affected your health or wellbeing.

If your concern relates to a possible missed diagnosis, you may also find our guide on how to get a second opinion on the NHS useful.

5. Step Four: Write and Submit Your NHS Complaint

Once you have gathered the necessary information, prepare a clear and structured complaint.

You can usually complain by email, letter or through the healthcare provider’s online complaints process. You may also be able to raise your concerns verbally.

A written complaint is often helpful because it creates a record of exactly what you are asking the organisation to investigate.

What should you include in your complaint?

Your complaint should contain:

1. Your full name and contact details.
2. The name of the NHS organisation involved.
3. The date or approximate period when the incident occurred.
4. A clear explanation of what happened.
5. The names or roles of staff involved, if known.
6. Why you believe the care was unsatisfactory.
7. Any supporting documents or relevant evidence.
8. The outcome you would like to receive.

Try to remain factual and specific. Explain the impact the experience had on you without making assumptions about what happened.

NHS Complaint Letter Template

You can use the following template to make a formal complaint about NHS treatment.

Subject: Formal Complaint About NHS Treatment

Dear Complaints Manager,

I am writing to make a formal complaint about the treatment and care I received from [name of NHS hospital, GP surgery or healthcare service].

My concerns relate to an incident that occurred on or around [date].

The main issues I would like investigated are:

1. [Explain your first concern.]
2. [Describe any delays, mistakes or communication problems.]
3. [Explain how the situation affected your health or wellbeing.]

I would appreciate a clear explanation of what happened, why these issues occurred and whether the care provided followed the appropriate procedures.

I would also like to know what steps will be taken to prevent similar problems from happening to other patients.

Please confirm receipt of my complaint and explain the expected timescale for your investigation and response.

Thank you for your attention to this matter.

Yours faithfully,

[Your full name]

[Your contact details]

You can adapt this template depending on whether your complaint concerns hospital treatment, GP care, an NHS dental service or another healthcare provider.

6. Step Five: Understand What Happens After You Complain

After receiving your complaint, the NHS organisation should review your concerns and explain how they intend to investigate them.

The process usually involves the following stages.

1. Acknowledgement

The organisation confirms that it has received your complaint and may contact you if further information is needed.

2. Investigation

The complaints team reviews relevant medical records, speaks to healthcare professionals and examines the circumstances surrounding your experience.

3. Findings and explanation

The organisation provides information about what happened, whether mistakes were identified and what action may be necessary.

4. Written response

You should receive a response explaining the investigation’s findings and any actions being taken.

How long does an NHS complaint take?

There is no single response deadline for every NHS organisation across the UK.

UK nation	General complaints arrangements
England	Agreed investigation timescale; no universal fixed response deadline
Scotland	Stage 1 usually 5 working days; Stage 2 normally 20 working days
Wales	Acknowledgement within 5 working days; early resolution and investigation under Listening to People
Northern Ireland	Frontline response usually within 5 working days; full investigation aims for 20 working days

These are general standards, and complex cases can take longer. You should be told why there is a delay and when to expect an update.

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7. Step Six: What If You Are Unhappy With the NHS Complaint Response?

If you believe your complaint has not been properly investigated, you can ask the organisation to review unresolved concerns or explain why you disagree with its findings.

For example, you might be unhappy because:

• Important evidence was not considered.
• Your medical concerns were not properly addressed.
• The investigation did not answer all your questions.
• The organisation failed to explain what went wrong.
• You received no meaningful explanation or apology.
• The organisation did not explain what improvements would be made.

If you have completed the relevant NHS complaints process and remain dissatisfied, you can approach the independent ombudsman for your country.

Where to escalate an NHS complaint in the UK

England

Public Service Ombudsman

Independently investigates unresolved complaints about NHS services in England.

• Telephone: 0345 015 4033
• Website: Make a complaint about NHS England.Scotland

Scottish Public Services Ombudsman (SPSO)

Handles eligible complaints about NHS Scotland after the NHS complaints process has been completed.

– Website: Scottish Public Services Ombudsman.

Wales

Public Services Ombudsman for Wales

Independently considers unresolved complaints about NHS Wales.

• Telephone: 0300 790 0203
• Website: Public Services Ombudsman for Wales.Northern Ireland

Northern Ireland Public Services Ombudsman (NIPSO)

Investigates eligible complaints about Health and Social Care services.

– Website: Northern Ireland Public Services Ombudsman.

The ombudsman generally expects you to give the healthcare organisation an opportunity to resolve your complaint first. Check the relevant ombudsman’s time limits and eligibility requirements before applying.

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8. How to Complain About NHS Treatment in Different Parts of the UK

Although patients across the UK have the right to complain about NHS treatment, the procedures are not identical.

Understanding the differences can help you contact the correct organisation.

NHS complaints in England

In England, you can complain directly to the NHS organisation that provided your care or to the organisation that commissioned the service.

For most local NHS services, this may involve your local Integrated Care Board (ICB).

You should generally choose one route rather than submitting the same complaint to both the provider and commissioner.

If you are unhappy with the final outcome, you can approach the Public Service Ombudsman.

Official guidance: NHS England complaints procedure.

NHS complaints in Scotland

In Scotland, you can complain directly to your GP practice, dental surgery, pharmacy or optician.

For other NHS services, you should normally contact your local NHS health board.

The Scottish complaints procedure has two main stages:

• Stage 1: Early resolution, usually within five working days.
• Stage 2: Investigation, normally within 20 working days.

If you remain dissatisfied, you can approach the Scottish Public Services Ombudsman.

Official guidance: NHS Inform: Making a complaint.

NHS complaints in Wales

As of 1 April 2026, NHS Wales uses the Listening to People complaints, incidents and redress process for new concerns.

This replaced the previous Putting Things Right process for concerns raised after 31 March 2026.

The updated system includes:

• Acknowledgement within five working days.
• An offer of a listening discussion.
• An early resolution stage, where appropriate.
• A formal investigation if necessary.
• Access to advocacy and support.

If you are unhappy with the outcome, you can contact the Public Services Ombudsman for Wales.

Official guidance: Listening to People: NHS Wales complaints process.

NHS complaints in Northern Ireland

Northern Ireland introduced a new Health and Social Care Model Complaints Handling Procedure on 1 January 2026.

It has two main stages:

• Stage 1: Frontline resolution, usually within five working days.
• Stage 2: Full investigation, aiming for a response within 20 working days.

If you remain unhappy after receiving the organisation’s final response, you can approach the Northern Ireland Public Services Ombudsman.

Official guidance: Northern Ireland HSC complaints guidance.

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9. Can Someone Complain to the NHS on Your Behalf?

Yes. You can ask another person to help you make an NHS complaint.

This may be particularly useful if you:

• Have a disability or communication difficulty.
• Are experiencing a serious illness.
• Find the complaints process stressful.
• Need help understanding medical information.
• Are a patient who needs support from a family member or carer.

A representative could be:

• A family member.
• A friend.
• A carer.
• An independent complaints advocate.
• Another person authorised to represent you.

The NHS may require your written consent before sharing confidential medical information or discussing your complaint with someone else.

If the patient cannot provide consent, such as in certain cases involving serious illness or death, the organisation can explain its arrangements for accepting a complaint from an appropriate representative.

10. Where Can You Get Free Help With an NHS Complaint?

You do not have to manage the complaints process alone. Several independent organisations can provide guidance and practical support.

Healthwatch

Provides information about local health and social care services and can help people raise concerns in England.

POhWER

Offers advocacy support for people who need help expressing their concerns and understanding their rights.

Action against Medical Accidents (AvMA)

Provides specialist advice and support to people affected by medical accidents and possible medical negligence.

Llais

Offers free, confidential help and advocacy for people raising concerns about health and social care services in Wales.

Visit Llais.

Independent NHS complaints advocacy is also available through local services in England. You can ask your local authority or Healthwatch which organisation provides it in your area.

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11. Can You Claim Compensation for Poor NHS Treatment?

Making an NHS complaint and making a medical negligence compensation claim are two different processes.

A complaint can help you obtain:

• An explanation of what happened.
• An apology where something went wrong.
• An investigation into the quality of care.
• Information about improvements to NHS services.
• An explanation of whether procedures were followed.

However, a complaint does not automatically result in financial compensation.

If you believe negligent treatment caused you avoidable injury or harm, you may wish to obtain independent legal advice about a potential medical negligence claim.

In Wales, the Listening to People process also includes redress arrangements where the relevant criteria are met. This is separate from the ordinary outcome of a complaint.

If you believe a healthcare professional has committed a serious professional misconduct issue, you may also consider whether the relevant professional regulator should be informed.

For example, the General Medical Council (GMC) regulates doctors in the UK, while the Nursing and Midwifery Council (NMC) regulates nurses and midwives.

Official resources:

• General Medical Council.
• Nursing and Midwifery Council.

12. Important Things to Remember Before Making an NHS Complaint

Before submitting your complaint, consider these practical points:

• Make your complaint as soon as reasonably possible.
• Keep copies of all letters, emails and supporting documents.
• Clearly explain what you want the NHS to investigate.
• Ask for an explanation if you do not understand the response.
• Request reasonable adjustments if you have accessibility or communication needs.
• Ask for an interpreter if you need language assistance.
• Keep a record of conversations with NHS staff.
• Do not delay urgent medical treatment while waiting for a complaint investigation.

Important: If you are currently experiencing worsening symptoms or need urgent medical attention, seek appropriate medical help first. A complaints investigation is not a substitute for immediate treatment. Read our guide to NHS 111 vs A&E vs GP to understand where to seek help.

Frequently Asked Questions About NHS Complaints

1. Can I complain about NHS treatment without a solicitor?

Yes. You can make an NHS complaint yourself without hiring a solicitor. You can also request free help from an independent NHS complaints advocacy service.

2. How long do I have to complain about NHS treatment?

In England, the general deadline is 12 months from the incident or from when you became aware of the problem. Scotland, Wales and Northern Ireland have their own rules, so check the relevant national procedure.

3. Can I complain about an NHS doctor?

Yes. You can complain about a doctor’s treatment, communication, professional behaviour, diagnosis or clinical decisions through the appropriate NHS complaints procedure.

4. Can I complain about an NHS hospital?

Yes. You can contact the hospital’s complaints department or patient experience team. You can also speak to PALS if you need help resolving a hospital concern informally.

5. What happens if the NHS ignores my complaint?

Contact the organisation and request an update. If it does not respond within the agreed timescale, you can ask about escalation and seek guidance from the relevant ombudsman.

6. Can I complain about a misdiagnosis by the NHS?

Yes. You can raise concerns about a missed, delayed or incorrect diagnosis. Explain what happened, when you sought medical help and how the situation affected your health.

7. Can I complain on behalf of a family member?

Yes. You can usually represent a family member with their permission. The NHS may request written consent before discussing confidential medical information.

8. Does making an NHS complaint affect my future treatment?

Making a complaint should not affect your right to receive appropriate NHS care. You should continue accessing necessary medical treatment while your concerns are investigated.

9. Can I take my NHS complaint to an independent organisation?

Yes. Once you have completed the relevant complaints procedure, you can approach the appropriate ombudsman for your country.

10. Is making an NHS complaint free?

Yes. Making a complaint through the NHS complaints procedure and approaching the relevant ombudsman are generally free.

Conclusion: You Have the Right to Speak Up About NHS Treatment

Knowing how to complain about NHS treatment can help you take action when healthcare does not meet your expectations. Whether your concern involves poor communication, delayed diagnosis, inadequate treatment or the behaviour of medical staff, you have the right to raise your concerns and ask for an explanation.

Start by contacting the NHS organisation responsible for your care, explain what happened and clearly state the outcome you want. If you are unhappy with the investigation, you can seek independent support and escalate your complaint to the relevant ombudsman.

Most importantly, remember that raising a complaint is not about creating conflict. It is an opportunity to have your experience heard, understand what went wrong and help improve patient care for others.