Last updated: 21 March 2024
Changes to the way we handle complaints about the NHS
We've changed the way we handle complaints about the NHS. We have reviewed the approach we took during the pandemic and decided to embed that into our casework process.
We now only look further into the more serious cases.
This is to:
- prioritise cases where people have suffered a significant injustice
- bring us in line with the other Ombudsman services in the UK which use similar systems.
An Ombudsman is a limited resource and we cannot investigate every complaint we receive. We need to use our resources to investigate the most serious cases, alongside cases that will have the biggest impact on improving public services for everyone.
Our approach is:
- We look at all complaints brought to us.
- If we can resolve your complaint quickly, we will do so.
- If we can’t resolve it quickly and can see the impact on you was relatively minor, we will let you know that we will not be taking it any further.
- This process applies to all complaints about the NHS.
‘Relatively minor’ means:
- annoyance, frustration, worry or inconvenience – usually from a one-off incident
- a small amount of distress or minor pain – which usually lasts a short time.
We will continue to record the data from all complaints brought to us.
Every complaint is important and gives us valuable information about public services, including where improvements are needed. We use our severity of injustice scale to determine the seriousness of a complaint. It allows us to make sure the recommendations we make are consistent and transparent for everyone who uses our service.
Current wait times
We are sorry that it could take several months before we can look at your case.
Current wait times are:
- up to seven months for complaints about the NHS
- up to four months for complaints about UK Government departments.
We are working hard to reduce these wait times. We will keep you informed by updating the information on this page.
If you have a concern or a complaint
Our helpline staff are here to offer advice and support if you have a concern or complaint. We can also signpost you to other services for support.
If you have not yet had a response from the organisation you are complaining about, we will not be able to consider your complaint at this stage. We understand this can be frustrating, but it will help us to deal with enquiries and complaints more quickly if you bring us your complaint at the point we are able to look at it.
To help us work through the complaints we are receiving, please do not submit a complaint to us if it is about:
- delays with complaint responses of less than six months
- matters which are likely to resolve themselves within the next few weeks or months.
Please use our complaint checker tool to find out if we are the right organisation to look at your complaint and if it is ready for us.
When you are ready to send us your complaint, you can use our online complaint form or download a complaint form from our website.
Complaints about UK Government agencies and other public organisations need to be referred to us by an MP.
Stay updated
Please continue to check our website or follow us on Twitter for the latest updates.