How to Complain About NHS or Social Care: The Process
A guide to the complaints process for NHS and social care in England: how to raise a concern, make a formal complaint, and escalate to an ombudsman if needed.
When the care your family member receives falls short of what it should be, knowing how to raise a concern is important. This guide covers the key steps for making complaints about NHS and social care services in England, and where to escalate if the issue is not resolved.
How do you complain to a care provider?
Many issues can be resolved by speaking directly to the person responsible for the care, whether that is the care home manager, home care coordinator, ward sister, or GP practice manager. You may wish to be specific about what happened, when, and what you would like to see change. Keeping a written record of the conversation is good practice in case you need to escalate later.
If the informal approach does not lead to a satisfactory outcome, or if the issue is serious, you may wish to move to a formal complaint.
How do you make an NHS complaint?
For complaints about NHS care (hospital treatment, community health services, GPs, or mental health services) there are two stages. First, make your complaint in writing to the NHS organisation or the Integrated Care Board (ICB). They must acknowledge it within three working days and investigate. There is normally a 12-month time limit from the date of the incident.
If the response is unsatisfactory, you can escalate to the Parliamentary and Health Service Ombudsman (PHSO), an independent body that investigates unresolved NHS complaints and can recommend action or financial compensation.
Most NHS trusts also have a Patient Advice and Liaison Service (PALS) that can help resolve concerns informally and quickly. Using PALS does not prevent you from making a formal complaint later.
How do you make a social care complaint?
For complaints about council social care (such as the outcome of a needs assessment, the adequacy of a care package, or the conduct of social workers), complain in writing to the council's adult social care complaints team. If their internal process does not resolve the matter, you can escalate to the Local Government and Social Care Ombudsman (LGSCO).
For complaints about a care home or home care agency, complain first to the provider. If unresolved, the next step depends on how the care is funded: council-funded care can be escalated to the LGSCO, NHS-funded care to the PHSO.
What should you do about safeguarding concerns?
If you believe the person with dementia is at risk of abuse or neglect, this is a safeguarding matter. You may wish to report your concerns to the local council's adult safeguarding team, which has a duty under the Care Act 2014 to investigate. You can also contact the police if you believe a crime has been committed. Reporting a safeguarding concern does not prevent you from also making a formal complaint.
Where to Get Help
Free NHS complaints advocacy is available in every area of England. The following organisations can provide support:
- Healthwatch: Information about the complaints process and local advocacy services
- Citizens Advice: Free advice on health and social care complaints
- Age UK: Advice line 0800 678 1602
- PHSO: For unresolved NHS complaints
- LGSCO: For unresolved social care complaints
The Care Quality Commission (CQC) does not investigate individual complaints, but sharing your concerns through their Give Feedback on Care service can help influence their inspection activity.
This article is for general information only and is not clinical, legal, or financial advice. Please consult a qualified professional for advice specific to your situation.
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