We independently investigate complaints about the NHS in England. Our service is free, fair and open to everyone.
How we can help
NHS organisations we can investigate include:
- dentists
- GPs
- NHS hospitals
- care in a private hospital if it was paid for by the NHS.
We can also look into complaints about NHS continuing healthcare.
If we investigate your complaint and find that the organisation has got things wrong, we may make recommendations to put them right. This can include:
- explanations
- apologies
- recommendations for the service to learn and improve.
Find out more about how we deal with complaints.
What to do before you come to us
We are the final stage for unresolved complaints. We usually expect you to complain to the organisation you are unhappy with first. This is so that it has the chance to look into your concerns and, where needed, put things right for you.
How to complain to an NHS organisation
Every organisation who provides an NHS service in England must have their own complaints procedure.
You should be able to find this information in waiting rooms, at reception, on the service provider’s website, or by asking a member of staff.
You can either complain to:
- the NHS organisation directly (such as a GP, dentist surgery or hospital)
- the commissioner of the services (the body that pays for the NHS services you use).
You cannot complain to both.
There is more information about feedback and complaints on the NHS England website.
Where to get help to make a complaint
- If your complaint is about a hospital, you can contact the Patient Advice and Liaison Service (PALS) or complaints department for help.
- The Complain for change section of our website has information, tips and resources to help you make your complaint to an NHS organisation.
- There are also independent organisations that provide free advice and can help you make your complaint.
Complain to us
If you have reached the end of the complaints process and are not happy with the organisation's final decision, you can complain to us.
Before you bring your complaint to us, please use our complaint checker. It only takes a few minutes and will save you time by making sure:
- we are the right organisation to look into your complaint
- your complaint is ready for us to look at.
Please contact us if:
- the organisation does not reply to your complaint in the time it said it would
- you are running out of time to bring your complaint to us.
We will look at how we can help. Email phso.enquiries@ombudsman.org.uk or call our helpline 0345 015 4033.