Every NHS patient has the right to complain. Describe your situation and get instant guidance on your rights and how to make an effective complaint.
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What you need to know
Every NHS patient has the right to have their complaint investigated and to receive a response. This right is set out in the NHS Constitution. Complaints can be made about any aspect of NHS care — including clinical treatment, communication, waiting times, hospital cleanliness, and staff behaviour.
PALS (Patient Advice and Liaison Service) is a free, confidential service available at most NHS trusts that helps patients, families and carers raise concerns informally. PALS can often resolve issues quickly without a formal complaint. Contact your local PALS before making a formal complaint if you want a quick resolution.
To make a formal complaint, contact the complaints department of the relevant NHS organisation — hospital, GP surgery, dentist, or other service. You have 12 months from the incident (or from when you became aware of the problem) to complain. The organisation must acknowledge your complaint within three working days and provide a full written response within 25 working days.
The NHS Constitution gives patients the right to start consultant-led treatment within 18 weeks of referral. If your trust is not meeting this standard you can request to be treated at a different provider. Your GP can refer you to an alternative provider or you can use the NHS e-Referral Service to choose where you are seen.
All NHS organisations are legally required under the duty of candour to be open and transparent when things go wrong with patient care. This means they must tell patients when a safety incident has caused harm, apologise, and explain what happened and what has been done to prevent it happening again.
If you are not satisfied with the NHS response to your complaint, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is free, independent of the NHS, and can investigate complaints, make recommendations, and award financial remedies. You must normally have exhausted the NHS complaints process first.
This guidance is for general information only and does not constitute legal advice. Always verify current figures and legislation on GOV.UK or seek professional advice for your specific situation.