If you’d like to make a complaint about any aspect of your NHS treatment then you should do so using the NHS complaints procedure. You can also complain about the services related to your child if your hospital or practice agrees you are a suitable representative.

Time limits

You should complain as soon as possible and within six months from the date of the event you wish to complain about. It may, however, be possible for the time limit to be extended if it is unreasonable to have expected you to complain in time.

Procedure

Stage 1 – Local resolution

The first stage of the complaint process is to request the complaints procedure from the NHS treatment centre you wish to complain about and complain to the practitioner or complaints manager. A mediator or conciliator may be brought in to help resolve your complaint.

Stage 2 – Ombudsman

If your complaint has not been resolved to your satisfaction at Stage 1 then although you do not have a right of appeal you can refer your complaint to the Parliamentary and Health Service Ombudsman. For further information about the Ombudsman visit www.ombudsman.org.uk.

Stage 3 – Judicial review

You can challenge the final decision regarding your complaint through a process known as judicial review. Here, a court will review the earlier decisions made. A solicitor will be able to advise you about all aspects of judicial review.

Assistance with making a complaint

There are a number of organisations which can help you make a complaint about the NHS:

• CROP.
• Independent Complaints Advocacy Service.
• Patient Advice and Liaison Service.
• Independent Advocates.

Additionally, if you’re considering taking legal action about your complaint then you should contact a solicitor.