Making Complaints About Health & Social Care

Need to complain about a health or social care service? Here's some tips to help you get the most from it.

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When to complain

If you’re not happy with a service you’ve received, you’ve already told the organisation and they haven’t resolved the issue.

 

How to complain

  • identify the organisation that provided the service
  • follow their complaints procedure, which is usually on their website
  • act promptly – make the complaint soon after the problem occurs
  • keep evidence such as emails, contracts and receipts. Keep a record of phone calls, including the date, time and name of the person you spoke to.

 

Writing a complaint

State that your message is a complaint.

Keep it short, factual and polite.

Be clear about what the problem is, including essential information such as dates, times, locations, names of people involved.

Explain the impact on you without going into unnecessary detail

Explain what you’d like to happen. An apology? A refund? A change in policy?

State when you’d like to receive a response. Check the complaints procedure for the usual timeframe and be patient. Don’t be afraid to chase politely for an update.

Ask someone to check your email or letter before sending and keep a copy for your records.

 

Complaining about the NHS

Each provider (for example hospital, GP surgery, mental health service) has their own Patient Advice and Liaison Service (PALS) which can help you resolve issues before making a formal complaint. If you decide to make a complaint, they can give you information on the procedure. Make sure you contact the right PALS for the provider of the service you have received.

 

Complaining about care homes and services

Ask to see the provider’s complaints procedure and complain to them first. If the care is funded or arranged by a local council, you can complain to them too. The Care Quality Commission (CQC) don’t deal with complaints; however, you can tell them about your experience so they can protect others from going through the same thing.

 

Taking a complaint further

If you’re not satisfied with the response to your complaint, you can contact your MP or an ombudsman – a free independent service that investigates and resolves complaints about organisations. See the links below to find the right service for you.

 

Useful links

 

Making a complaint about…

 

Help making a complaint about the NHS

 

Taking a complaint further

 

Guidance and template letters

Cerebra supports families of children with brain conditions, but its guidance and template letters can help anyone in a dispute with a public service.