The model complaint handling procedure sets out how your organisation will meet the expectations of the NHS Complaint Standards in practice.
There are two versions of the procedure - one for NHS organisations and one for commissioners. You can download the right version for your organisation below:
Word versions:
- Model complaints handling procedure for providers of NHS services in England [.odt, 976 KB]
- Model complaints handling procedure for commissioners of NHS services in England [.odt, 969 KB]
PDF versions: