Tips for Making a Complaint

The vast majority of patients are satisfied with their treatment and level of care they receive. But if something goes wrong and you want to make a complaint, where do you start?

Consider these points before making your complaint.

What do you want to achieve?

Think carefully about your ideal outcome. Do you want an explanation, or simply someone to say “we’re sorry”? If your complaint is against an individual, do you want disciplinary action taken against them? Be clear in your complaint about what you want to achieve.

Make notes

Before complaining, make a note of all relevant events. Depending upon the nature of your illness or injury, this may be difficult, but – as far as you can – try to record dates, times, names and details of relevant conversations.

If you have any witnesses to your treatment or care, make sure that you include their contact details.

Decide how you’ll complain

Think about how you’re going to make your complaint. Are you going to complain verbally, or in writing?

For this, you might find our templates useful.

Stick to the facts

When it comes to making your complaint, it’s important that you focus on the main issues. Keep it factual, to-the-point and leave out anything which isn’t relevant to your care or treatment. You should also keep a copy of your letter and a note of when you sent it as part of your audit trail.

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.


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.

  • "I wanted to express my grateful thanks for all the work you (Jay Nathwani) and your colleagues did on my behalf. I was way out of my comfort zone and you all treated me with patience and understanding."
    AnonMedical Negligence Client
  • "Adrian, thank you very much for the huge amount of work you did on the case: your diligence and client handling made all the difference to the case, most importantly in securing such a healthy award for the client, but also in making my role so much easier."
    Tom LeeperBarrister, St John's Chambers
  • "Thank you all for helping on my son’s case. I know these claims take a long time and in my son’s case, the hospital deliberately delayed things. We were beginning to think it would never end, but you came through!"
    AnonMedical Negligence Client
  • "I was able to deal with my case over the phone and it settled without having to go to court – it’s a remarkable outcome. I knew that it would take years to resolve this type of claim but I was kept up-to-date all the time. Thank you for putting forward a really good case for me and securing such a large sum of money."
    Mrs LMedical Negligence Client
  • "Fiona, you came to our rescue and took our case on when others had turned it away. You did us proud and I am eternally grateful for your support in getting justice for my son."

    Mr GMedical Negligence Client

Downloads + Factsheets