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When it may be worth complaining
If your care was poor, unsafe, rude, or left you worse off, it may be worth making a complaint. This can include delays, missed test results, communication problems, or staff not listening to your concerns.
Complaining is also reasonable if you were treated unfairly or your privacy was not respected. You do not need to wait until something becomes a serious problem before raising it.
Try raising the issue first
In some cases, speaking to the ward manager, GP practice manager, or the department involved can resolve the problem quickly. A calm conversation may lead to an apology, an explanation, or a practical fix.
If the matter is urgent, such as an ongoing safety issue, raise it straight away. You can ask for a named contact and keep a note of who you spoke to and when.
How to complain to the NHS
If you want to make a formal complaint, NHS services usually have their own complaints process. The clinic or hospital should tell you how to do this, and many have a Patient Advice and Liaison Service, often called PALS, for support.
You can complain by phone, email, or letter, and you can ask someone to help you if needed. In England, NHS complaints are usually made to the provider first, rather than the local hospital department alone.
What to include in your complaint
Keep your complaint clear and factual. Explain what happened, when it happened, who was involved, and what outcome you want, such as an apology, explanation, or changes to prevent it happening again.
It helps to include copies of letters, appointment details, discharge notes, or any messages you received. Try to keep a record of dates and names, as this can make it easier for the service to investigate.
What happens after you complain
The hospital or clinic should acknowledge your complaint and investigate it. They should then give you a written response, although the timescale can vary depending on the complexity of the issue.
If you are unhappy with the reply, you can ask for a review of the complaint. In some cases, you may also be able to take the matter to the Parliamentary and Health Service Ombudsman in England.
Getting help and support
Making a complaint can feel daunting, especially if you are still receiving treatment. You can ask a relative, friend, carer, or advocate to support you through the process.
If the issue involves serious harm, safeguarding concerns, or a continuing risk to patient safety, say so clearly. If you are unsure what to do next, PALS or a local advocacy service can help you decide whether to complain and how to start.
Frequently Asked Questions
Yes, if you had a bad experience, it is reasonable to complain so the organization can review what happened and try to improve care.
It is appropriate to complain when you experienced poor communication, disrespectful treatment, long delays, billing problems, safety concerns, or unsatisfactory care.
It should not negatively affect your care, and providers are expected to continue treating you professionally, though you may want to ask for a different clinician if needed.
Usually start with the clinic or hospital patient relations department, unless the issue is urgent or serious, in which case you can escalate right away.
The best way is to write a clear summary of what happened, include dates, names, and details, and submit it to the patient relations, quality, or complaints office.
Yes, billing errors, surprise charges, and insurance issues are valid reasons to complain to the hospital or clinic.
If you are worried about being ignored, put your complaint in writing, keep a copy, and ask for a response timeline or case number.
Yes, rude, dismissive, or disrespectful behavior is appropriate to report because respectful treatment is part of good care.
If there was a serious safety issue, report it immediately to the hospital or clinic and consider also contacting the relevant regulator or patient safety authority.
Yes, if you are the patient’s parent, guardian, or authorized representative, you can usually complain on their behalf.
If the issue is minor and resolved, you may choose not to complain, but if it affected your care or safety, reporting it can help prevent it from happening again.
Include the date, time, location, names of people involved, what happened, how it affected you, and what outcome you would like.
Yes, excessive waiting times can be a valid complaint, especially if they caused pain, missed treatment, or other harm.
Retaliation is not appropriate, and you can ask for your complaint to be handled by a patient relations or ombuds office to reduce direct conflict.
Many organizations handle complaints confidentially, but complete anonymity may not always be possible if they need details to investigate.
Yes, poor communication and lack of explanation are valid concerns, and you can ask for clarification as part of the complaint process.
If they disagree, you can ask for a written response, request a review by a supervisor, or escalate to an external patient advocacy or regulatory body.
Yes, you can say that you want an apology, an explanation, or changes to prevent the same issue from happening again.
Yes, it is usually better to complain as soon as possible while the details are fresh and records are easier to review.
If the issue involves serious harm, discrimination, abuse, or a threat to safety, or if the organization does not respond adequately, you may need to contact an outside agency.
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