NHS complaint route: provider → PHSO

When to use this route

You have a complaint about NHS care or treatment in England.

When NOT to use this route

For clinical negligence damages — issue a civil claim (Pre-Action Protocol for the Resolution of Clinical Disputes); for safeguarding concerns — local authority adult / children's safeguarding teams.

Prerequisites

• • Within 12 months of the event (extendable in some circumstances)

Evidence to gather

• • Medical records (request via DSAR if needed)
• • Correspondence
• • Witness statements
• • Records of harm

Route map

1. Stage 1

   Local Resolution

   Complain to the provider (GP practice, hospital trust, etc.) in writing. They must acknowledge within 3 working days and respond within 6 months.
2. Stage 2

   Independent NHS Complaints Advocacy

   Free, independent advocacy is available to support you through the process.
3. Stage 3

   PHSO referral

   If still unhappy after local resolution, refer to the Parliamentary and Health Service Ombudsman within 12 months of the local response.

   Forum: phso
4. Stage 4

   PHSO investigation

   PHSO investigates and can recommend apologies, financial remedy, and service changes.
5. Stage 5

   Civil claim (parallel)

   If your complaint involves clinical negligence causing harm, instruct a clinical negligence solicitor — 3-year limitation under the Limitation Act 1980.

Final remedies

• • Apology
• • Financial remedy (modest — typically £250–£10,000)
• • Service improvement
• • Disciplinary action (rare)
• • Separately: civil damages via court

Official sources