Research shows that of the people who don’t complain, two thirds don’t do so because they don’t believe their complaint will lead to any change.
Often, people seek advice from the Parliamentary and Health Service Ombudsman on where and how to complain about the NHS in England and UK government departments and their agencies, and they can provide them with that information.
When people make an enquiry about a body that falls outside our jurisdiction, such as the NHS in Wales, the agency directs them to the relevant organisation or relevant ombudsman service.
How to complain
Work out what you want to say and be clear about what happened, who was involved, when, where and why you weren’t happy.
Decide what you want to achieve and be prepared to tell the organisation what you would like them to do to put things right. This could be an apology or preventing the same thing from happening again.
Complain as soon as you can.
Ask about the organisation’s complaints procedure.
If you have reached the end of the complaints process and you are still not happy or if your complaint hasn’t been sorted out after six months you can complain to the Parliamentary and Health Service Ombudsman. You should normally refer your complaint to them within 12 months of becoming aware of the problem.
How the Parliamentary and Health Service Ombudsman can help
The Parliamentary and Health Services Ombudsman investigates complaints about the NHS in England and UK government departments and their agencies, such as the Child Support Agency and the DVLA.
If they find that the organisation has done something wrong they work with them to put it right. This could mean asking them to acknowledge their mistake, apologise, pay compensation or make sure that the same mistake won’t happen again.
Complaints about the NHS must be made to them in writing.
Complaints about UK government departments and their agencies must be made to them via an MP.
If you feel your complaint has been dealt with unfairly by the NHS in England or by a UK government department or their agency please contact www.ombudsman.org.uk or call 0345 015 4033.
