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How to Complain About Public Services & Get Results in 2026
Not getting the service you're entitled to from the NHS, your council, DWP or another public body? This guide explains the formal complaints process, ombudsman routes, and your rights when things go wrong.
✅ Last verified: July 2026📚 Sources: GOV.UK, Citizens Advice🇬🇧 Applies across the UK
⚖ Know Your Rights at a Glance
Every public body must have a formal complaints procedure — you have the right to use it.
NHS complaints: Raise with the provider first. If unresolved, escalate to the Parliamentary and Health Service Ombudsman (PHSO).
Local government complaints: Escalate to the Local Government and Social Care Ombudsman (LGSCO) if your council doesn't resolve your complaint.
DWP/benefits complaints: Use the formal complaints procedure, then escalate to the Independent Case Examiner (ICE).
Time limits: Most ombudsman schemes require you to have completed the internal complaints process first, usually within 12 months.
Your MP can help: MPs can raise complaints on your behalf and refer cases to ombudsmen — particularly for central government bodies.
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NHS complaints
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If you're unhappy with NHS care, you have the right to complain. The NHS complaints procedure in England has two stages:
Local resolution: Complain to the provider (GP surgery, hospital trust) directly. They must acknowledge within 3 working days and respond fully within 25 working days (or agree a longer timescale with you).
Parliamentary and Health Service Ombudsman (PHSO): If local resolution fails or you're unhappy with the response, escalate to the PHSO at phso.org.uk. You must usually do this within 12 months of the incident.
NHS bodies must take complaints seriously. If patient safety may be at risk, the provider should also consider referring to the CQC.
Local government complaints
For complaints about council services — housing allocations, social care, planning, SEND, parking — the process is:
Use the council's formal complaints procedure first
If unresolved or you're unhappy with the outcome, escalate to the Local Government and Social Care Ombudsman (LGSCO) at lgsco.org.uk
The LGSCO can investigate maladministration, injustice and service failure. It can recommend apologies, financial remedies, and changes to service. You usually must have exhausted the council's complaints process first.
DWP and benefits complaints
If you're unhappy with how DWP has handled your claim or complaint:
Use DWP's formal complaints procedure
If unresolved, escalate to the Independent Case Examiner (ICE)
If still unresolved, the Parliamentary Ombudsman (via your MP) is the final stage
Separately, if you disagree with a benefits decision, you should request a Mandatory Reconsideration and then appeal to the Social Security Tribunal — this is a different route from the complaints process.
Using your MP to escalate complaints
MPs can be powerful allies when dealing with public bodies. They can:
Write to DWP, HMRC or other government departments on your behalf
Refer cases to the Parliamentary and Health Service Ombudsman (you cannot refer directly to PHSO yourself — it must go through an MP)
Raise issues in Parliament
Find your MP and contact them via writetothem.com or theyworkforyou.com. Keep your message factual, concise and explain what you've already tried.
1
Use the internal complaints process first
Most ombudsmen won't look at your case until you've exhausted the internal process. Go through the formal procedure even if you think it's pointless.
2
Write everything down and keep copies
Date every complaint, note who you spoke to and when, and keep copies of all responses. A clear paper trail is essential for escalation.
3
Be clear about what you want
State what went wrong, how it affected you, and what you want as an outcome — an apology, a financial remedy, a service change, or all three.
4
Escalate to the ombudsman if the internal process fails
Most ombudsman services are free to complainants. They have real powers to investigate and direct remedies.
5
Contact your MP for central government complaints
For HMRC, DWP, Home Office or other central government matters that aren't resolved, your MP can refer you to the PHSO.
6
Know your time limits
Most ombudsman schemes require referral within 12 months of the incident or the final response. Don't sit on an unresolved complaint.
📣 Check Your Rights Against Public Bodies
Describe your complaint and get guidance on the right route to escalate it.
For the Parliamentary and Health Service Ombudsman (central government and NHS), referrals must come from an MP — you cannot self-refer. For the Local Government and Social Care Ombudsman and most sector-specific ombudsmen, you can refer directly after exhausting the internal process.
How long do NHS complaints take?
The NHS should acknowledge within 3 working days and respond within 25 working days. Complex complaints may take longer by agreement. PHSO investigations typically take several months.
What can the ombudsman actually do?
Ombudsmen can: recommend apologies, financial payments for distress and inconvenience, reimbursement of costs, service improvements, and changes to policies. They cannot award damages in the same way as a court, but their recommendations carry significant weight.
I missed the 12-month ombudsman deadline — is it too late?
Most schemes have discretion to accept late referrals in exceptional circumstances. Explain your reason for delay and ask whether they can still investigate. Don't assume it's too late without checking.
Can I also take legal action?
Yes — making a formal complaint does not prevent you from taking legal action, and vice versa. However, compensation from a court claim and an ombudsman remedy may overlap.
What is a "super-complaint"?
Designated bodies such as Citizens Advice and Which? can make super-complaints about systemic market failures to regulators. As an individual, you make a regular complaint — but you can support organisations that make super-complaints by providing evidence.
My council has ignored my complaint for months — what can I do?
If the council hasn't responded within a reasonable time (8–12 weeks for most complaints), you can escalate to the LGSCO without waiting any longer for a response.
📞 Free help and support
Parliamentary and Health Service Ombudsman: 0345 015 4033 | phso.org.uk
Local Government & Social Care Ombudsman: 0300 061 0614 | lgsco.org.uk
Citizens Advice: 0800 144 8848
Write to your MP: writetothem.com
⚠ Important disclaimer: This guide covers complaints about public bodies in England as at July 2026. Wales, Scotland and Northern Ireland have separate ombudsman arrangements. General legal information only — not legal advice. Verify with ACAS, GOV.UK or Citizens Advice before acting. ukworkrights.co.uk — Not a law firm.
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