Making a complaint about the NHS

The Healthcare Commission takes complaints about the NHS very seriously. Since July 30 2004 the Commission has a team of specially trained staff in place, dedicated to resolving complaints about the NHS in England that have not been satisfactorily resolved by the NHS organisation involved.

Making a complaint

Anyone can contact us - whether you're a patient, or someone acting on behalf of someone else (provided you have their permission), visitor or family member.

The Healthcare Commission also has responsibility for reviewing complaints about the independent sector where they are providing an NHS funded service.

For more information on how the Healthcare Commission will review complaints about the NHS, see our leaflet:

What to do if you are not happy with the way the NHS has dealt with your complaint (updated February 2008) (pdf 281kb) (opens new window)

What to do if you are not happy with the way the NHS has dealt with your complaint - large print (updated February 2008) (pdf 38kb) (opens new window)

What to do if you are not happy with the way the NHS has dealt with your complaint (updated February 2008) (doc 81kb) (opens new window)

Independent review request form

If you would like us to review a complaint you have made about the NHS, you will need to complete an independent review request form:

Independent review request form (updated February 2008) (pdf 116kb) (opens new window)

Independent review request form (updated February 2008) (doc 87kb) (opens new window)

Independent review request form - large print (updated February 2008) doc 72kb) (opens new window)

Easy read version of our complaints leaflet and independent review request form (pdf 524kb) (opens new window)

The independent review request form needs to be printed and posted to the Healthcare Commission at the freepost address shown in the leaflet and below. We also need to see the letters to and from the person or organisation that the complaint is about, please attach these to the form when posting.

Diversity monitoring form

We are committed to equal opportunities. This form will enable us to collect and monitor information about our complainants. Any information given will be treated in confidence and solely used to check there is no unfair discrimination or adverse impact against any group by the operation of our policies and systems.

Please complete the diversity monitoring form and return it with the independent review request form.

Diversity monitoring form (pdf 47kb) (opens new window)

Consent form

Before we can request copies of the local NHS complaint file or any appropriate clinical records, the Commission must have an appropriate signed consent form:
More information about consent forms

For advice on making a complaint about healthcare services, contact the Complaints Helpline on 0845 601 3012 or email:

complaints@healthcarecommission.org.uk

You can also make a complaint in writing, by sending it to:
Healthcare Commission,
FREEPOST NAT 18958,
Complaints Investigation Team,
Manchester,
M1 9XZ

NHS complaints procedure

We have produced an information sheet about the NHS complaints procedure. It provides information and contact details about organisations that can help you make your complaint, and those you can contact if we have ended our review of your complaint and you are still dissatisfied. The information sheet is available in English and 10 other languages.

If you would like the information sheet in a different language, please contact our Helpline on 0845 601 3012 or e-mail them at:
feedback@healthcarecommission.org.uk

Complaints information sheet in English (pdf 36kb) (opens new window)

Complaints information sheet in Arabic (pdf 177kb) (opens new window)

Complaints information sheet in Bengali (pdf 90kb) (opens new window)

Complaints information sheet in Chinese (simplified) (doc 433kb) (opens new window)

Complaints information sheet in Gujarati (pdf 61kb) (opens new window)

Complaints information sheet in Hindi (pdf 166kb) (opens new window)

Complaints information sheet in Polish (pdf 222kb) (opens new window)

Complaints information sheet in Punjabi (pdf 163kb) (opens new window)

Complaints information sheet in Somali (pdf 41kb) (opens new window)

Complaints information sheet in Turkish (pdf 150kb) (opens new window)

Complaints information sheet in Urdu (pdf 137kb) (opens new window)

Reforming the NHS complaints procedure (July 2004) (PDF, 133K) (opens new window)