A patient normally has 12 months to complain about NHS care in England and Wales, and 6 months in Scotland. Your organisation runs the process, and your part is a factual, honest account given through the complaints lead. For a serious complaint, speak to your defence body, the PDA or your union before you send anything.
Key facts
- Time limit to complain
- 12 months from the event, or from when the patient found out, in England and Wales. 6 months in Scotland. Organisations can accept late complaints in some cases.
- Acknowledgement in England
- Within 3 working days of receiving the complaint.
- Ombudsman
- Parliamentary and Health Service Ombudsman (England), Public Services Ombudsman for Wales, Scottish Public Services Ombudsman, Northern Ireland Public Services Ombudsman.
- Saying sorry
- An apology does not admit legal liability (Compensation Act 2006 in England and Wales, Apologies (Scotland) Act 2016).
How an NHS complaint works
Complaints go first to the service which provided the care: the GP practice, community pharmacy, dental practice or trust. Each must have a complaints procedure and a named person to handle complaints. In England, the patient can complain to the commissioner instead. If the patient stays unhappy after the final response, the patient can go to the ombudsman for the nation.
A complaint is different from a negligence claim and from a regulator referral. A complaint asks for an explanation, an apology or a change. A clinical negligence claim seeks compensation. A referral to the GMC, NMC, GPhC or another regulator is about fitness to practise, and our investigations guide covers the regulator process.
Writing your response
- Read the complaint and the deadline twice. Note what the complaints lead has asked you for.
- Read the records. Do not change earlier entries. If you need to add something, add a new note with the current date and time.
- Get advice. Doctors and dentists usually contact their medical or dental defence organisation. Pharmacists can contact the PDA or their employer's indemnity provider. Nurses can contact the RCN or their union.
- Write a factual account. Say what you did and why, based on the records. Use plain English and explain any clinical terms.
- Show you understand the patient's experience. Say sorry for what went wrong or for the distress caused. An apology is not an admission of liability.
- Say what has changed. If the complaint led to a change in practice, say what the change is.
Do not contact the patient outside the complaints process, and do not discuss the complaint online or in staff messaging groups.
Setting-specific points
- Community pharmacy: the pharmacy owner handles complaints under the NHS contract. Tell the superintendent pharmacist about serious complaints. Locums should ask the pharmacy for a copy of the complaint and for time to respond.
- GP practice: the practice manager usually coordinates. In England, the Clinical Negligence Scheme for General Practice covers NHS clinical negligence claims. GPs still need a defence body for complaints and regulatory matters.
- Hospital and community trusts: the patient advice and liaison service (PALS) often resolves concerns early. Formal complaints go through the trust complaints team.
Handling the emotional impact
A complaint can feel personal, even when the patient is unhappy with the system. Shame, anger and replaying the consultation are common reactions. Talk to a trusted colleague, a supervisor or a peer support service. If the complaint keeps you awake for weeks or affects your work, see your GP. Our support after an error guide covers events where something went wrong.
Support organisations
BMA wellbeing services
Counselling and peer support for doctors and medical students.
The main wellbeing services have their own access rules. Additional member services may require membership.
RCN member support
A starting point for nursing members seeking advice and support.
Membership and service-specific criteria apply. Read the current service information.
Psychiatrists' Support Service
Peer support for psychiatrists facing personal or work-related difficulties.
For psychiatrists. Read the provider's confidentiality policy and professional safety exceptions.
GLADD
A community representing LGBTQ+ doctors, dentists and medical and dental students.
Check membership and event information. The organisation does not provide medical or dental advice.
Related guides
Common questions
How long does a patient have to complain about NHS care?
In England and Wales the limit is 12 months from the event or from when the patient found out. In Scotland the limit is 6 months. Organisations can accept late complaints where there is good reason.
Should I apologise to a patient who has complained?
Yes, where something went wrong or the patient was distressed. An apology is not an admission of legal liability in England, Wales or Scotland.
Do I have to respond to a patient complaint?
Your employer will expect you to help with the response, and regulators expect professionals to cooperate with complaints. Get advice from your defence body or union first for a serious complaint.
Can a complaint be passed to my regulator?
A patient can raise a concern with a regulator at any time. Most complaints are resolved locally, and regulators act where there is a concern about fitness to practise.
What happens if the patient is unhappy with the final response?
The patient can ask the ombudsman for the relevant nation to review the complaint.