NHS Complaint Standards

The NHS Complaint Standards, model complaint handling procedure and good complaint handling guides set out how organisations providing NHS services should approach complaint handling. They apply to all NHS organisations in England and independent healthcare providers who deliver NHS-funded care.

Building on the good practice that already exists, the Complaint Standards provide a consistent approach to complaint handling across the NHS. 

Here are some steps to get you started with using the NHS Complaint Standards.

NHS Complaint Standards
Find out more about the NHS Complaint Standards and read the summary of expectations
Model complaint handling procedure
The model complaint handling procedure sets out how your organisation will meet the Standards.
Good complaint handling guides
Detailed guidance to help you meet the Complaint Standards
Toolkit
An organisational assessment tool, sample letters, forms and other helpful resources.
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