How to complain

• Making a complaint
• Support to help you make a complaint about the NHS
• Complaining about the conduct of mental health professionals

Making a complaint

If you want to complain about NHS treatment or care, you have to start by complaining to the NHS Trust that runs the service. Complaining can help improve services.

Every NHS organisation has a complaints procedure. To find out about it, look on the organisation’s website, or ask a member of staff for a copy.

If you’re still unhappy after the local organisation has investigated your complaint and tried to sort it out, you can refer the matter to an independent Ombudsman.

There is free advice and support available to help explain different complaints procedures, and a family member can make a complaint on behalf of an individual. This page tells you about some of the different organisations that can help you, and about the Ombudsman.

Back to top

Support to help you make a complaint about the NHS

In England, there are two organisations that can help if you are thinking about making a complaint about NHS services or treatment.

All NHS Trusts have a Patient Advice and Liaison Service (known as PALS). PALS staff will tell you about the Trust’s complaints procedure. You can find out more about your local PALS by visiting the individual NHS Trust website or by visiting www.pals.nhs.uk where there is a directory.

You can also get independent advice and representation in England from the Independent Complaints Advocacy Service. This is a free and confidential service that can help you make a formal complaint about NHS services.

The Service is run by three organisations:
The Carers Federation
POhWER
and SEAP (South of England Advocacy Projects). 

If you aren’t satisfied with the way the local NHS Trust deals with a complaint, you can ask the Health Service Ombudsman for England to investigate.

In Wales, you can get free confidential help from Complaints Advocates who are part of local Community Health Councils. Ring 0845 644 7814 to get in touch with a local advocate, or visit the website.

If you’re not happy with the way the NHS handles your complaint, you can contact the Public Services Ombudsman for Wales.

In Scotland, you can contact the Independent Advice and Support Service to help you make a complaint about the NHS. This is part of the Scottish Citizens Advice Bureau.

You can find out more about the NHS complaints procedure in Scotland by visiting Health Rights Information Scotland.

If you’re not happy with the way the NHS handles your complaint, you can contact the Scottish Public Services Ombudsman.

In Northern Ireland, the Patient Client Council can offer confidential, free and independent help to make complaint.

If you’re not happy with the way the NHS handles your complaint you can contact the Northern Ireland Ombudsman.

For people detained under the Mental Health Act in England and Wales

The Care Quality Commission is responsible for protecting the interests of people detained and treated under the Mental Health Act. It makes sure that the Mental Health Act is used correctly, and that patients are cared for properly while they are kept in hospital, are on supervised community treatment, or on guardianship.

People who have a complaint about treatment under the Mental Health Act can ask the Care Quality Commission to help by writing to:
Care Quality Commission
The Belgrave Centre
Stanley Place
Talbot Street
Nottingham NG1 5GG
Or ring them on 0115 873 6250

Independent Mental Health Advocates can help people detained under the Mental Health Act in England. NHS Primary Care Trusts are responsible for organising Independent Mental Health Advocate Services. You can ask your local PALS how to get in touch with this service.

Back to top

Complaining about the conduct of mental health professionals

Mental health professions are registered with different organisations that can take action if individuals are not offering a high quality, professional service.

The General Medical Council (GMC) is responsible for ensuring doctors in the UK meet standards of good medical practice. If you have a serious complaint about a psychiatrist (that he or she may be a risk to patients, for example), contact the GMC. You can ring 0845 357 0022 to discuss whether you should make a complaint, or visit the website. 

Clinical psychologists, occupational therapists and art therapists are registered with the Health Professions Council. Visit the website to find out how to make a complaint.

Mental health nurses are registered with the Nursing and Midwifery Council. Visit the website to find out how to complain about a nurse in England, in Wales, in Scotland and in Northern Ireland.

Mental health social workers in England are registered with the General Social Care Council. Visit the website to find out how to make a complaint. Mental health social workers in Wales are registered with the Care Council for Wales.

All pharmacists who practise in Great Britain have to be registered with the Royal Pharmaceutical Society of Great Britain. The Society can deal with complaints about the professional services provided by a pharmacist or a pharmacy, and by complaints about the conduct of a pharmacist. Visit the website to find out how to make a complaint.