Model complaint handling procedure for NHS Services in England

This is draft material and is not live guidance. It is shared for information and will be tested with organisations who have agreed to pilot the new Complaint Standards. 

The model complaint handling procedure describes how your organisation will meet the expectations of the NHS Complaint Standards in practice. 

Cover of model complaint handling procedure

 

Download a Word version of the model complaints handling procedure (Word 1MB) to test within your NHS organisation.