Spotlight on sepsis: your stories, your rights report

Making a complaint about sepsis to the NHS in England

If you are not happy with the care you have received, in relation to sepsis or any other service provided by the NHS, you have the right to make a complaint.

Hearing from patients when things go wrong is so important. Sharing your experience can improve services for everyone and help stop mistakes happening again.

This guide tells you how to complain to the NHS in England and what to expect. You can also read our top tips on how to make a complaint.

 

What to expect when you make a complaint 

The NHS Complaint Standards explain how NHS organisations should approach complaint handling. They are based on My Expectations, which says what patients want to happen when they make a complaint. 

The Complaint Standards say organisations should:

  • welcome complaints in a positive way
  • be thorough and fair
  • give fair and accountable responses
  • promote a learning culture.

When organisations meet the Complaint Standards you should feel: 

  • confident to speak up
  • that making your complaint was simple
  • listened to and understood
  • that your complaint made a difference
  • confident to make a complaint in the future.

Where to get more help 

If you need help making a complaint, there are organisations that can support you: