We independently investigate complaints about the NHS in England, UK government departments and other public bodies. Our service is free, fair and open to everyone.
We provide a final, independent check when people believe they have been treated unfairly or let down, helping to hold public services to account and improve standards.
We are here to put things right for individuals and to help prevent others from experiencing the same issues. We use evidence from complaints to identify the underlying causes of failings in public services and help to deliver lasting change.
Our strategy 2026 to 2031
Our vision is to deliver fair and impartial justice for individuals and to drive improvements in public services for everyone.
Our 2026 to 2031 strategy sets out how we will deliver this vision. It includes three aims:
- impact – to drive meaningful improvements and system-level changes in public services
- user experience – to provide an accessible, timely and person-centred complaints process
- awareness – to be a recognised and influential voice in improving public services.
Over the next five years we will shift our approach to deliver greater systemic impact that benefits people who use public services. This will be realised within a framework that addresses important themes across a large proportion of the cases we receive. Communication is one of these areas of focus, as we see frequent issues relating to this across our casework.
Our focus on communication
We know from our complaints and wider best practice how important it is for public services to communicate openly, empathetically and effectively. This applies equally across our work with government departments and the NHS. As modern healthcare becomes more complex, involving joint working between different teams and organisations, good communication becomes even more critical.
This is the first substantive report we have published since the launch of our new strategy. It reflects our focus on having the greatest possible impact on improving public services and working collaboratively with organisations to help them to identify issues earlier and prevent them from escalating further. Our aim is to work with organisations to improve administration and systems of care.