Formal NHS Complaint Letter Template & Generator

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, plus a free tool to generate yours.

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
• Reference the NHS complaints regulations being the Local Authority Social Services and National Health Service Complaints England Regulations 2009
• Give 3 months notice and request a response within 40 working days

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.

See our full letter template & generator library for related letters, or use our free checkers for guidance specific to your situation.