Making a complaint

About your NHS care

Complain to the local clinical commissioning group (CCG)

To complain locally, your first step should be to complain to the local CCG responsible for NHS services in your area. You can get advice about this on the NHS choices website.

Complain to NHS England

If you're unhappy with the response of your CCG, you should contact NHS England.

If you’re unhappy with the NHS response

If you're still unhappy with how your complaint has been handled after this, you can refer the matter to the Parliamentary and Health Service Ombudsman. You can call them on 0345 015 4033.

About your private care

Each private healthcare provider has its own complaints procedure and will be able to advise you on the process. 
If you have a complaint about a doctor who works totally independently, you should raise this with us.

Getting help with your complaint

There are a number of organisations who can offer you help and advice if you’re unhappy with the care you receive. 

  • Healthwatch England are the independent national champion for people who use health and social care services. Their sole purpose is to understand the needs, experiences and concerns of people who use health and social care services and to speak out on their behalf. You can also speak to Healthwatch to find information about health and social care services available locally. Find your local Healthwatch.
  • The Patient Advice, and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. Find your nearest PALS office on the NHS website or ask your GP surgery, hospital or phone NHS 111 for details.
  • Action Against Medical Accident (AvMA) provides advice and support with making complaints where there are concerns about patient safety, and supports with inquests and other legal processes.
  • The Citizen’s Advice Bureau (CAB) provides advice for the public on a range of NHS healthcare issues.
  • The Patients Association provides assistance and advice on both the NHS and private healthcare systems in the UK.