NHS complaints procedure
Explains the process for making a complaint about an NHS service, including who can complain, time limits, keeping records and local resolution.
Explains the rights of children and young people to make a complaint if they are unhappy with NHS treatment they have received. Also covers the rights of parents to complain on behalf of a child under 16.
Explains which health and adult social care organisations must have a policy in place for handling complaints, the standards of service you can expect if you make a complaint, and what to do if the organisations don’t meet these standards.
Explains how the NHS should investigate concerns about their services and the kind of response you should expect for the concerns you raised.
Flowchart showing the process for making a complaint about an NHS service.