Learn How To Make A Complaint Against The NHS

If you are reading this guide, you likely want to find out how to make a complaint against the NHS. All medical professionals must treat patients to an adequate standard of care. This applies to the NHS practitioners, as well as those working in the private sector. It can be extremely upsetting and stressful when you receive poor treatment, so keep reading to learn about the steps you can take.

  • You can raise a complaint and potentially make a claim if you have received inadequate treatment from a medical professional working for the NHS.
  • In order to complain, you should check the complaints procedure of the specific health facility where you received treatment.
  • You should receive an acknowledgement of your complaint within 3 days of sending it, although there is no set time period for discussing your complaint and coming to a conclusion.
  • If you do not receive a satisfactory response to your complaint, you can escalate it through the Parliamentary and Health Service Ombudsman.
  • Our panel of solicitors represent medical negligence claims through excellent No Win No Fee contracts and work to make the process of claiming much easier for our clients.

You can get in touch with an expert advisor today for further information on the necessary standard of treatment and how to make a complaint against the NHS. As well as raising a complaint against the NHS, you may wish to start a claim for medical negligence compensation. They can explain whether you are eligible to proceed with a case and potentially connect you to a solicitor from our panel.

A stethoscope with 'NHS' written on wooden blocks in the centre. This represents the responsibilities of the NHS as a service provider

Jump To A Section

  1. How To Make A Complaint Against The NHS For Medical Negligence
  2. Raising A Formal Complaint
  3. How Long They Have To Respond
  4. The Next Steps If You’re Unsatisfied With The Response
  5. Escalating A Complaint With The Parliamentary And Health Service Ombudsmen
  6. How A Solicitor Can Help You Make A Medical Negligence Claim
  7. Claim Against The NHS On A No Win No Fee Basis
  8. More Information

How To Make A Complaint Against The NHS For Medical Negligence

You have a right to make a complaint against the NHS based on the treatment, services and care provided. This is written into the NHS constitution. You must first consider what type of healthcare facility you need to make the complaint against. This could be a:

  • GP surgery
  • Dental care provider
  • Hospital
  • Pharmacy
  • Urgent care facility
  • NHS opticians
  • Maternity facility
  • Sexual health facility

We may not have included the facility that you wish to complain about. Do not worry if this is the case. You can speak with our team of advisors at any time to learn more about how to make a complaint against the NHS.

Raising A Formal Complaint

The recommended course of action when raising a formal complaint is to start by asking the staff at the facility for their formal complaint procedure. You may also find the information you need at the reception desk, in the waiting room or on the facility’s website.

It is your decision as to what route you take with the complaint. You may wish to complain directly to the facility that mistreated you. However, there is also an option to complain to the body that finances the NHS services that you have accessed.

You can also speak with our advisory team if you would also like to make a medical negligence claim. If you have grounds to complain to the NHS, you could also be eligible to claim a medical negligence payout. Enquire today to find out.

A patient receives negligent care from a doctor in hospital. They may ask about the complaints process or check the NHS website for further information

How Long They Have To Respond

The facility should acknowledge your complaint within three working days of receiving it. They should then open a discussion with you, giving you the chance to further explain your situation.

There is no set time frame for the healthcare provider to settle the complaint. The length of the discussion between the person complaining and the complaint handler varies from case to case.

If you have any concerns about how to make a complaint against the NHS or how long it may take, you can talk to our experienced advisors.

The Next Steps If You’re Unsatisfied With The Response

You should use the discussion period to provide any details you have of the situation and read the information they provide you with. If the facility experiences delays when processing your complaint, they should keep you informed of this.

It is the responsibility of the complaints handler to investigate the circumstances of your complaint and provide you with their findings. If they confirm that you had grounds to complain, they should offer their apologies and explain the measures that will be taken to ensure it does not happen again.

Once they have given their final response, you may not be happy with the outcome. You should be provided with an explanation as to how your complaint has been handled. This will help you if you decide to escalate your complaint.

Keep reading for advice on the next steps you can take. You are also welcome to speak with our team of advisors for further guidance on how to make a complaint to the NHS.

Escalating A Complaint With The Parliamentary And Health Service Ombudsmen

Once the NHS facility has given its final response regarding your complaint, you have the option to contact the Parliamentary and Health Service Ombudsman (PHSO) if you wish to take the complaint further. This is the body responsible for investigating complaints against public organisations, such as the NHS. Their aim is to provide an assessment that is independent, fair and free. 

You can contact the PHSO through their phone line or use their website to fill in a complaint form. If you’re not sure, you can speak with our advisors to find out how to escalate your complaint.

How A Solicitor Can Help You Make A Medical Negligence Claim

A solicitor from our panel can help you to make a medical negligence claim. In order to qualify, you must prove that you have suffered unnecessary harm due to the negligent treatment provided by a medical professional.

For example, a doctor may have prescribed you the wrong medication for your condition. As a result, your condition may worsen, and you could experience some side effects of the medication.

You may consider proceeding without a legal representative. However, it is essential to note that this would likely be a more challenging process and require greater effort on your part. Our panel have decades of combined experience in handling claims of this nature. This gives them the tools they need to advise you throughout the whole process.

The excellent services they provide include:

  • Negotiating the amount of compensation owed by the defendant to include the full extent of your suffering and potential financial losses
  • Identifying what evidence would be appropriate to your case, such as a copy of your complaint and any correspondence you have received about it
  • Communicating with the defending party in a professional manner and clearly representing your interests
  • Ensuring that the claim begins within the legally required time frame

You can enquire with our team of advisors today to find out how to make a complaint against the NHS and whether you could start a claim for compensation. They can further explain the services our panel offers to make the process of claiming more straightforward for you.

A pair of No Win No Fee solicitors sit at a desk while discussing a case against an NHS foundation trust. The claimant they are representing has already followed the NHS complaints policy but they require further practical advice

Claim Against The NHS On A No Win No Fee Basis

If eligible, you can claim against the NHS with a No Win No Fee contract. A solicitor from our panel may represent you on this basis through a Conditional Fee Agreement (CFA). Therefore, you would not need to pay for your solicitor’s work:

  • Before the claim begins
  • While the case is ongoing
  • In the event that you do not receive compensation

However, if you do gain compensation, you will be required to pay a success fee. This term refers to the percentage of the compensation that you pay to your solicitor. There is a legal cap in place, so you can rest assured that the largest share of the compensation will stay with you.

Contact Our Advisors

If you have any queries about how to make a complaint against the NHS, do not hesitate to contact us. Our enquiries team can also assess your situation to determine whether you are eligible to claim and may even use a medical negligence calculator to estimate what your compensation could cover. 

There is no obligation to work with Medical Negligence Claims Care after enquiring, so why not reach out today for guidance?

More Information

Read our other guides below:

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Thank you for reading our guide on how to make a complaint against the NHS. We hope that you now have the information you need to proceed.