Complain about a hospital or NHS trust
NHS trusts have set stages for dealing with complaints, and the Ombudsman will normally only look at your case once you have gone through all of them. Skipping straight to the Ombudsman can mean your complaint gets sent right back to the start.
Write my letter- 1
Speak to the ward or PALS
Start by raising the problem with the ward staff or the hospital's Patient Advice and Liaison Service, known as PALS. Many problems can be sorted out quickly this way, without needing a formal complaint.
- 2
Make a formal written complaint
If speaking to the ward or PALS does not sort it out, write to the NHS trust's complaints team. Every NHS trust must have one, and they must look into what happened and give you a written response.
- 3
Get the trust's final response
The trust should send you a full written answer setting out what they found and what they will do about it. Keep this letter safe, you will need it if you want to take your complaint further.
If that does not put it right: Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman reviews NHS complaints in England once the trust has finished its own complaints process. It is free to use. If your real worry is that a specific doctor or nurse is not safe to practise, that is a separate matter for the General Medical Council or the Nursing and Midwifery Council, not a service complaint.
Where this can go next
This is a plain English guide to the usual procedure, not legal advice. Every organisation has its own exact steps and timings, so ask for their complaints policy and follow it.