Knowing who to complain to can seem confusing, especially if more than one organisation is involved. If you need help, you could get information from your local Healthwatch or from an NHS complaints advocate. Everyone who provides an NHS service in England must have their own complaints procedure. You can often find information in waiting rooms, at reception, on the service provider’s website, or by asking a member of staff.
You can either complain to the NHS service provider directly – such as a GP, a dentist surgery, or a hospital – or to the commissioner of the services, which is the body that pays for the NHS services you use. You cannot apply to both. See the information below on How to find the commissioner.
In the event of a complaint about more than one organisation – perhaps a complaint that includes issues about your GP, local hospital and ambulance service – you’ll only need to make one complaint. The organisation that receives your complaint must then co-operate with the others to ensure you receive a coordinated response.
