NHS & health · UK guide · 2026

Something went wrong with your NHS care? — how to complain

Last verified 2 Jul 2026 · Source NHS + PHSO + Citizens Advice · Information, not medical or legal advice · Publisher: CA Capital Limited (company no. 10848369)

If your treatment or care fell short, you have a clear right to complain — and doing so won’t affect the care you get. You can raise it quickly and informally through PALS, or make a formal complaint that must be investigated, with free help to write it. Here’s who to complain to, the 12-month time limit, and how to escalate to the Health Service Ombudsman if you’re not satisfied.

12 monthsUsual time limit to complain
Free helpIndependent NHS advocacy
Won’t affect careYour treatment is separate
OmbudsmanFree, final independent decision
Where to start → Get help & support

Two ways to raise it — informal or formal

You don’t always have to jump straight to a formal complaint. There are two routes, and often the quicker one solves it:

  • Informal — PALS. The Patient Advice and Liaison Service (in England) gives advice and tries to sort problems out on the spot. It’s ideal for urgent issues, like something going wrong with your care while you’re still in hospital.
  • Formal — the NHS complaints procedure. A written complaint that must be acknowledged and investigated, with a proper response. Use this when something needs looking into, or PALS couldn’t resolve it.
Complaining is your right — and safeRaising a concern or complaint will not affect the treatment you receive. It’s handled separately from your clinical care, and the whole point is to put things right and improve the service for everyone.

Who to complain to

For a formal complaint you contact either the provider or the commissioner — not both:

What it’s aboutWhere to complain (England)
Hospital / NHS trust careThe hospital or trust (its complaints/PALS team).
GP, dentist, pharmacy or optician (primary care)The practice/service directly, or the commissioner — your Integrated Care Board (ICB) or NHS England.
Not sure who’s responsibleAsk PALS or your ICB — they’ll point you to the right place.
Complaining for someone elseYou can complain on behalf of a friend or relative with their consent (or as their representative if they can’t consent) — the service will usually ask for confirmation of consent to share information.

How to make the complaint

  1. Complain within 12 months of the incident, or of it coming to your attention. Sooner is better while memories are fresh.
  2. Put it in writing (letter or email) — you can also complain by phone. Say what happened, when, who was involved, how it affected you, and what outcome you want (an explanation, an apology, a change so it doesn’t happen again).
  3. Keep copies of everything and note dates.
  4. The service should acknowledge within 3 working days and agree how long the investigation will take, then send a written response.
Free help to write itYou can get free, independent NHS Complaints Advocacy to help you put your complaint together and attend meetings with you (they can’t complain for you or give medical/legal advice). Search “NHS complaints advocacy” for your area, or contact your local Healthwatch to find the provider.

If you’re not satisfied

If you’ve been through the complaints process and you’re still unhappy with the final response, you can escalate — for free — to an independent ombudsman:

  • England: the Parliamentary and Health Service Ombudsman (PHSO) — helpline 0345 015 4033. It makes final decisions on unresolved NHS complaints in England.
  • Scotland: the Scottish Public Services Ombudsman.
  • Wales: the Public Services Ombudsman for Wales (after the “Putting Things Right” process).
  • Northern Ireland: the NI Public Services Ombudsman.
If it’s about safetyA complaint is about putting your experience right. If you’re worried about the safety of a service more widely, you can also tell the regulator — the Care Quality Commission (CQC) in England — which doesn’t handle individual complaints but uses concerns to check services. For serious clinical negligence you may want independent legal advice.
Do this now

Decide whether it’s an urgent, in-the-moment issue (contact PALS) or something that needs investigating (make a formal complaint within 12 months). Jot down what happened, when and who was involved while it’s fresh, and ask for free NHS complaints advocacy if you’d like support.

Need wider support or someone to talk to? See help & support, and for other complaint types our how-to-complain guide.

Related guides
How to complain (any service) NHS right to choose NHS waiting lists Help & support Local services near you
Source verification Primary sources: NHS England (feedback and complaints about NHS services), the Parliamentary and Health Service Ombudsman (making a complaint) and Citizens Advice. Specific URL: england.nhs.uk — feedback and complaints. Last verified 2 July 2026 (the PALS-vs-formal routes, complain to the provider or the commissioner but not both, the 12-month time limit, that complaining won’t affect your care, free NHS Complaints Advocacy via Healthwatch, and escalation to the PHSO on 0345 015 4033 web-checked against NHS England, the PHSO and Citizens Advice). Confidence: High on the framework — the NHS complaints procedure (England) lets you complain to the provider or commissioner within 12 months, with acknowledgement in ~3 working days and a written response; unresolved complaints go to the PHSO. Scotland/Wales/NI use their own ombudsmen. CQC regulates services but doesn’t resolve individual complaints. Exact ICB/provider contact routes vary locally. Scope: England (devolved equivalents noted). Not medical or legal advice.

NHS complaints — common questions

How do I complain about the NHS?

Raise it informally via PALS (good for urgent, in-hospital issues), or make a formal complaint to the provider (GP, hospital, dentist, pharmacy) or the commissioner (your ICB / NHS England) — not both — within 12 months. You can complain in writing or by phone, and get free advocacy help.

Is there a time limit?

Normally 12 months from the incident, or from when you became aware of it. The organisation can accept a later complaint if there’s a good reason and it can still be investigated fairly — but complain as soon as you can.

Will it affect my care?

No. Complaining will not affect the treatment you receive — it’s handled separately from your clinical care, and the aim is to put things right and improve the service.

Can I get help?

Yes — free, independent NHS Complaints Advocacy can help you write the complaint and attend meetings (they can’t complain for you or give medical/legal advice). Find it via your local Healthwatch or by searching “NHS complaints advocacy” for your area. PALS can also advise.

What if I’m still unhappy?

Escalate free to the Parliamentary and Health Service Ombudsman (England, 0345 015 4033), or your nation’s ombudsman, once you’ve had the final response. They make independent decisions on unresolved NHS complaints.

Sources: The NHS complaints routes, 12-month limit and that complaining won’t affect your care · NHS England. Escalating an unresolved complaint · Parliamentary and Health Service Ombudsman and Citizens Advice. SortedUK is not a regulated adviser and this is general information, not medical or legal advice. Last reviewed: 2 July 2026.

You have the right to be heard.

Raising a concern helps put things right — for you and for the next patient. Start with PALS or a formal complaint, get free help to write it, and escalate to the Ombudsman if you need to. It won’t affect your care.

How to complain → Help & support