Formal NHS Complaint Letter: Free Template and What to Include

If you need to make a formal written complaint about NHS care or treatment received, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong formal nhs complaint letter should include.

What this letter needs to cover

• Identify the patient and the treatment or service complained about with dates
• Describe what went wrong and the impact
• State the outcome sought such as apology, explanation, changes to prevent recurrence or financial remedy
• For NHS care in England, reference the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
• Ask for the complaint to be acknowledged (in England this must happen within 3 working days) and for the organisation to say when it expects to send its full response

How the NHS complaints process actually works

NHS complaints generally go first to the specific service or trust involved, through their Patient Advice and Liaison Service (PALS) or a formal complaints team — this internal stage needs to be attempted before you can escalate to the independent Parliamentary and Health Service Ombudsman if you remain dissatisfied.

What to include before you send it

• The specific care or treatment you're complaining about, with dates and locations
• What you believe went wrong, described factually
• The impact this has had on you
• What outcome you're seeking — an explanation, an apology, or a review of practice

Time limits for NHS complaints

You generally need to complain within 12 months of the incident, or of becoming aware of it — though this can sometimes be extended if there's good reason for the delay, such as being too unwell to complain sooner.

Frequently Asked Questions

Can I complain on behalf of a family member?
Yes, though you may need their consent, or if they lack capacity to give consent, evidence of your authority to act on their behalf.

What if my complaint reveals a serious safety issue?
Serious concerns can also be raised directly with the Care Quality Commission alongside your formal complaint, particularly if you believe there's an ongoing risk to other patients.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
[Name of the Complaints Manager or Chief Executive]
[Name of NHS Organisation, e.g. Hospital Trust, GP Surgery or Integrated Care Board]
[Address]
[Postcode]
[Date]

Dear [Name, or "Complaints Manager"],

Subject: Formal NHS Complaint about the care of [Name of Patient, e.g. myself / my son [name]]

I am writing to make a formal complaint [England: under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 / Wales: under the NHS Wales "Putting Things Right" process / Scotland: under the NHS Scotland complaints procedure / Northern Ireland: under the Health and Social Care complaints procedure].

The complaint is about the care of [Name of Patient] (Date of Birth: [date], NHS Number: [if known]) at [Hospital, Ward or Clinic] on [Date].

What happened:
• [What happened, in date order]
• [What went wrong, e.g. a delay in treatment, poor communication, a wrong diagnosis]
• [The effect on you or the patient, e.g. prolonged pain, distress, a worse condition]

To resolve this, I would like:
• A full explanation of what happened and why.
• An apology.
• Details of what will be changed to stop this happening to another patient.
• [Optional: A financial remedy for [e.g. costs I had to pay because of this].]

Please acknowledge this complaint [England: within 3 working days] and tell me when you expect to send your full response.

Yours sincerely,

[Your Signature]
[Your Printed Name]