What is the NHS complaints procedure?
South Asian Health — NHS Navigation — Your Rights1 June 2026
The NHS complaints procedure is a formal process that allows patients to report their concerns regarding their care or treatment. If you feel that something has gone wrong or you are not satisfied with the service you received, you can file a complaint. Generally, the process begins with contacting the complaints department of your NHS trust. You can submit your complaint in writing, via email, or by phone. After your complaint is received, the trust will acknowledge it and investigate the matter. They should respond to you within a specified time frame, usually within 30 days. If you are not satisfied with the response, you have the right to escalate your complaint to the Parliamentary and Health Service Ombudsman.