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NHS complaint letter
generator — free UK tool

Write a clear, professional complaint letter to your NHS trust, GP surgery, or hospital. References the NHS complaints procedure and your rights as a patient — download as PDF.

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How to complain about NHS treatment

Every NHS patient has the right to make a complaint. The NHS has a formal complaints procedure that all trusts, GP surgeries and hospitals must follow.

🏥 NHS complaint procedure — the stages

  • Stage 1 — Local resolution: Complain directly to the GP surgery, hospital or NHS trust. They must acknowledge within 3 working days and respond within 40 working days
  • Stage 2 — Parliamentary and Health Service Ombudsman (PHSO): If unresolved, refer to the PHSO for free. They can investigate and recommend remedies
  • Care Quality Commission (CQC): If you have safety concerns, report to the CQC — they inspect and regulate NHS services

The duty of candour

Under Regulation 20 of the Health and Social Care Act 2008, NHS providers have a legal duty of candour — they must be open and honest when something goes wrong with a patient's care. This means they must notify you, apologise, and explain what happened.

How long does the NHS have to respond to a complaint? ▾
The NHS must acknowledge your complaint within 3 working days and provide a full response within 40 working days (around 6 weeks), unless they agree a longer timeframe with you in writing.
Can I complain on behalf of someone else? ▾
Yes. You can complain on behalf of a child, someone who has died, or someone who lacks the capacity to complain themselves. You may need to provide evidence of your relationship or authority to act.
What can the NHS Ombudsman do? ▾
The Parliamentary and Health Service Ombudsman can investigate complaints about NHS services in England. They can recommend an apology, financial compensation, or changes to NHS practice. Their investigations are free and independent.

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