You have the right to complain about NHS care. A clear, professional letter is the most effective way to get your concerns taken seriously.
Every NHS patient has the right to make a complaint about any aspect of their care or treatment. This includes GP surgeries, hospitals, dentists, pharmacies, and mental health services. Making a complaint does not affect your future care — NHS staff are not permitted to treat you differently because you have raised concerns.
You can complain on behalf of someone else if they give their consent, or if they are a child or unable to complain themselves. Complaints should normally be made within 12 months of the incident or within 12 months of becoming aware of the problem.
Generate your NHS complaint letter in 60 seconds
Answer a few questions and get a professional letter ready to send
Generate my NHS complaint letter — £6.99Poor standard of care or treatment
You felt your care was inadequate, rushed, or below the standard you expected.
Delayed diagnosis or treatment
You waited an unreasonable amount of time for a diagnosis, referral, or treatment.
Poor communication
Staff were dismissive, failed to explain your diagnosis or treatment options, or did not keep you informed.
Cancelled or missed appointments
Appointments were cancelled repeatedly or without adequate notice.
Dignity and respect
You were not treated with appropriate dignity, privacy, or respect.
Medication errors
You were given the wrong medication, wrong dose, or not told about side effects.
Always complain to the organisation directly first. For a GP surgery, write to the practice manager. For a hospital, write to the Patient Advice and Liaison Service (PALS) or the complaints manager. For a dentist or pharmacy, write to the practice manager directly.
If you are not satisfied with the response, you can escalate your complaint to the Parliamentary and Health Service Ombudsman, which is free and independent.
Your full name and date of birth
So the NHS can identify your records.
Your NHS number if you know it
Speeds up the process significantly.
The date and location of the incident
Be as specific as possible about when and where.
A clear description of what happened
Stick to facts — what was said, what was done, what was not done.
How it affected you
Explain the impact on your health, wellbeing, or daily life.
What you want as an outcome
An apology, an explanation, a change in procedure, or all three.
The NHS must acknowledge your complaint within three working days. They should provide a full response within 25 working days, though complex complaints may take longer. If they need more time they should tell you and explain why.
Keep copies of all correspondence. If you are unhappy with the response, you can escalate to the Parliamentary and Health Service Ombudsman within 12 months of receiving the final response.
Ready to write your NHS complaint?
LetterSure generates a professional NHS complaint letter in under 60 seconds. Answer a few questions and download as PDF or Word.
Generate my complaint letter — £6.99Or get Pro for £12.99/month for unlimited letters
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.