Complaints · UK · NHS in England

How to complain about the NHS in England

Complain to the NHS service that treated you, or to the integrated care board that commissions it, but not both. Do it within 12 months of the incident or of finding out. You should get an acknowledgement within 3 working days, and PALS or an NHS complaints advocate can help free. If you are unhappy with the final reply, go to the Parliamentary and Health Service Ombudsman.

Complaint routes and time limits checked against official sources on 27 September 2026.

First

Complain to the NHS provider

in writing

Wait

See below

or a final response

Then

Parliamentary and Health Service …

free

Checked

27 Sep 2026

official sources

1. Complain to the NHS provider first

Complain to the service that treated you (GP, hospital, dentist) or to the commissioner (the integrated care board), not both. PALS or an NHS complaints advocate can help for free. Include: patient name, date of birth and NHS number; where and when the care happened; what went wrong; the effect on you or the patient; what you want: an explanation, an apology or a change.

2. How long to wait

You should get an acknowledgement and an offer to discuss how your complaint is handled within 3 working days. Escalate once you have the final local response.

3. Escalate to Parliamentary and Health Service Ombudsman

Within 12 months of when you became aware of the problem. It is free. It can: an acknowledgement, apology or reimbursement; a decision looked at again; service improvements; it cannot award compensation as a court would or discipline staff. ombudsman.org.uk/making-complaint

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Who	Time limit	Cost
Parliamentary and Health Service Ombudsman	Within 12 months of when you became aware of the problem.	Free

Evidence to keep

Dates, places and names of staff involved. Copies of letters and the final local response. Your medical records if relevant (ask the provider). Notes of meetings.

Also worth knowing

Complain to the NHS within 12 months of the incident or of it coming to your attention.

Also worth knowing

The Parliamentary and Health Service Ombudsman becomes the Public Service Ombudsman from 1 October 2026.

Guides and definitions

Section 75 or chargeback: which should you use to get your money back? (Guide)
Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

Get your route with dates and a letter

Complaints about something else

Energy (gas and electricity) (UK)
Broadband, landline and pay TV (UK)
Mobile phone (UK)
Bank, credit card or loan (UK)
Insurance (UK)
Pensions (UK)
Investments or financial advice (UK)
Flights and airlines (UK)
Trains (UK)
Parcels and post (UK)
Online shopping or a shop (UK)
Council services (UK)
Housing association or council housing (UK)
Private landlord or letting agent (England) (UK)
Water (England and Wales) (UK)

All complaint guides · Get your route with dates and a letter

Common questions

How long do I have to make an NHS complaint?

12 months from the incident or from when it came to your attention. NHS England says the time limit can be extended if you have a valid reason, so explain any delay clearly in your letter.

Who do I complain to about an NHS hospital or GP?

Either the service itself, such as the hospital or GP practice, or the integrated care board that commissions it. You cannot complain to both. You should get an acknowledgement and an offer to discuss your complaint within 3 working days.

When can I go to the Health Service Ombudsman?

After you have the NHS organisation's final response. The Ombudsman expects you to complain to the organisation first, and you should go to it within 12 months of becoming aware of the problem. Its current wait for NHS England cases is up to 6 months.

What can the Parliamentary and Health Service Ombudsman do?

It can ask the NHS to acknowledge a mistake, apologise, reimburse costs, look again at a decision and improve its services. It cannot award compensation as a court would or discipline staff. The service is free.

Is the Health Service Ombudsman changing its name?

Yes. From 1 October 2026 the Parliamentary and Health Service Ombudsman becomes the Public Service Ombudsman. It still handles unresolved complaints about the NHS in England and UK government departments.

Sources and assumptions

General routes from official sources; a scheme may ask for more before it takes your case.

Guidance on where to complain, not legal advice.