Parliamentary & Health Ombudsman Referral Letter: Free Template and What to Include

If you need to escalate unresolved NHS complaint to the Parliamentary & Health Ombudsman, 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 parliamentary & health ombudsman referral should include.

What this letter needs to cover

• Confirm the NHS internal complaints process has been completed without satisfactory resolution
• Describe the complaint and the outcome sought
• Provide the NHS complaint reference number and final response date
• Request the Ombudsman investigate the matter

When it's time to escalate to the Ombudsman

If your NHS complaint hasn't been resolved satisfactorily at trust level, the Parliamentary and Health Service Ombudsman provides a free, independent final review — but you generally need to have completed the NHS's own complaints process first, since the Ombudsman won't normally investigate until this internal route has been exhausted.

What this letter or referral needs to cover

• A summary of your original complaint and the trust's response
• Why you remain dissatisfied with the outcome
• Copies of relevant correspondence from the NHS complaints process
• What outcome you're still seeking

What the Ombudsman can actually do

The Ombudsman can investigate independently, make findings about what went wrong, and recommend remedies including apologies, changes to practice, or in some cases financial redress — their findings carry real weight even though they can't compel compliance in the way a court could.

Frequently Asked Questions

Is there a time limit for referring to the Ombudsman?
Generally you should complain to the Ombudsman within 12 months of knowing about the issue, though a later complaint can sometimes still be considered.

Is there a cost to use the Ombudsman service?
No — this is a free, independent service for members of the public.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Your Email Address]
The Parliamentary and Health Service Ombudsman
[Address - check ombudsman.org.uk, or use the online form]
[Date]

Dear Ombudsman,

Subject: Complaint about [Name of NHS Trust or Practice]

I am asking you to investigate my complaint about the care provided by [Name of NHS Organisation] at [Name of Hospital or Clinic]. I have completed the local NHS complaints process and I am still not satisfied with the final response.

My complaint is:
• [What went wrong, e.g. My condition was not diagnosed correctly on 12 April 2026]
• [How it affected me, e.g. This caused prolonged pain and delayed my treatment by four months]
• [Why the local response was not good enough, e.g. The Trust's final response did not explain why the test results were missed]

I received the final response on [Date]. I have enclosed copies of my complaint, their final response and the other relevant letters.

To resolve this, I am asking for:
• [e.g. A full explanation of what went wrong and an apology]
• [e.g. Changes to procedures so this does not happen to others]

Yours sincerely,

[Your Signature]
[Your Printed Name]

[Note for the page: This Ombudsman covers NHS care in England. In Wales, Scotland and Northern Ireland, contact the Public Services Ombudsman for Wales, the Scottish Public Services Ombudsman or the Northern Ireland Public Services Ombudsman. You should usually complain within 12 months of the problem.]