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 If you are approaching the Ombudsman for the first time, you should visit 'Can the Ombudsman help you?'.
We can look into complaints about services provided through the NHS in England. If you have suffered because you received poor service or treatment or were not treated properly or fairly - and the organisation hasn't put things right where it could have - we may be able to help you.
Usually you should have already complained to the organisation or practitioner involved before sending us your complaint. If you have received a final response from the person or organisation you are unhappy with or are unsure whether you should approach the Ombudsman then please contact our help line on 0845 015 4033.
Examples of the sorts of complaints we can look into include:
- Receiving the wrong or poor treatment
- Errors in diagnosis or treatment
- Communication problems within or between services
- Significant mistakes over appointments to see a doctor or go to hospital
- Failure by an organisation to provide or pay for a service e.g. continuing care
- Delay that could have been avoided
- Faulty procedures, or failing to follow correct procedures
- Unfairness, bias or prejudice
- Giving advice which is misleading or inadequate
- Rudeness and not apologising for mistakes
- Not putting things right when something has gone wrong
- The Ombudsman can also work jointly with the Local Government Ombudsman in suitable cases where complaints may be relevant to more than one Ombudsman's jurisdiction. A fact sheet is available for your information.
What can't we look at?
Before sending us your complaint you should know that there are some things we can't look at.
To find out what the Ombudsman can and can't look at, you should visit 'Can the Ombudsman help you?'.
In some cases we can't investigate complaints because we don't have the legal power to do so, for example we can't look at complaints about private health care provided in non-NHS hospitals or nursing homes. We also can't look at staff matters - such as recruitment, pay and discipline, or at commercial or contractual issues.
If you have taken - or intend to take - legal action we may not be able to look at your complaint. We recommend you telephone our Helpline to find out if we can help.
In some cases, there may be another more appropriate organisation to deal with your complaint, for example for some complaints the only or best way for you to get the remedy you want may be through going to court. For complaints about the competence, conduct or behaviour of clinical staff you may decide to approach a professional organisation (such as the General Medical Council for doctors).
We recommend you call our Helpline on 0845 015 4033 to check that we can help and for further help or advice.
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