NHS Complaints Procedure

If you’re unable to resolve your complaint informally, you can choose to escalate your complaint through official channels. In this situation, there are two main stages – (1) formal complaint and (2) Health Ombudsman.

Stage 1 – Formal complaint

The NHS and its healthcare providers have a formal procedure for making a complaint. This is known as ‘local resolution’ and is the first step in the formal complaints process.

Your complaint can be against a service – a doctors’ or dental surgery, for example. Or it can be a complaint against an individual, such as an anaesthetist, nurse or surgeon. You can make the complaint yourself, or it can be made on your behalf.

At this initial stage, the NHS provider that treated you will manage your complaint. You’ll find their contact details on the provider’s website, or contact NHS England for help. In our experience, the majority of NHS complaints are successfully resolved at this stage.

For your complaint to be properly investigated, it’s important that you provide as much factual information as possible. You might find our tips for making your complaint useful.

Step 2 – Health ombudsman

If you feel that your complaint hasn’t been dealt with properly by your local trust or provider, you can refer the matter to the Health Ombudsman. They’re independent of the NHS and government and can undertake an impartial review of your complaint.

For the Health Ombudsman to review your complaint, you must provide as much factual information regarding your treatment as possible. You’ll also need to say why you’re dissatisfied with your response from the NHS.

You must have received a final response to your complaint before the Health Ombudsman can look at it. The Ombudsman will need a copy of this in writing.

Taking action

If you’re unhappy with the NHS care or treatment you’ve received, you have the right to complain. You also have the right to have your complaint investigated and be given a full and prompt reply.

Read some tips here or download our guide to get started.

How can we help you?

We’re here to help. Please fill in the form and we’ll get back to you as soon as we can. Or call us on 0117 325 2929.

Your Name

Your Email

Please Confirm Your Email

Telephone Number

Your Enquiry

Area of law

Preferred office (if relevant)

How did you hear about us?

"The Clinical Negligence team combines outstanding technical expertise with excellent client care. The lawyers are approachable, responsive and highly skilled at managing complex cases. They communicate clearly, prepare cases thoroughly and demonstrate a genuine commitment to achieving the best outcomes for clients."
Chambers and Partners UK 2027
"Barcan and Kirby’s Clinical Negligence team stands out to me for two main reasons: their collaborative, client-focused approach to their cases, and their individual technical expertise and knowledge. In all the cases I have seen, the fee earners regularly display their individual strengths and impressive knowledge of their specialist areas of law."
Legal 500 2027
"The team at Barcan and Kirby is highly capable and truly engaged with their clients. They are incredibly adept at advising on matters of varying complexity, have excellent knowledge of legal developments, and consistently obtain great results."
Legal 500 2027
"The team has many strengths. They know the subject matter inside and out. They fight as hard as they can to achieve the best possible result for their clients, and most of all, they care. They really care a lot."
Legal 500 2027
"I have worked with Helen Franklin on two cases over the last year. She is amazing, industrious, caring, empathetic, and a real fighter. Most of all, Helen is fiercely intelligent, and it is an absolute joy to work with her."
Legal 500 2027

Case Study

Case study: compensation secured for mother after avoidable stillbirth and Prolonged Grief Disorder