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; there is no set legal timeframe for the full response — it depends on the nature of the complaint.
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

Frequently asked questions

What are the two main stages of making an NHS complaint in England?

The process begins by complaining to the NHS provider in writing, such as a GP practice or hospital trust. If you remain unhappy after this local resolution stage, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). This two-stage route allows for independent review if the provider's response is unsatisfactory.

How do I start a complaint with an NHS provider and how quickly will they respond?

You must submit your initial complaint to the provider in writing. The provider is required to acknowledge receipt within three working days. There is no specific legal timeframe set for the full response, as the duration depends on the nature and complexity of the complaint. You can request free, independent advocacy support to help you through this process.

When can I refer my complaint to the Parliamentary and Health Service Ombudsman?

You can refer your case to the Parliamentary and Health Service Ombudsman if you are still unhappy after the local resolution stage. This referral must be made within 12 months of receiving the local response from the provider. The PHSO will then investigate the matter independently.

What can the PHSO do if they investigate my complaint?

The PHSO can recommend several outcomes, including an apology, service improvements, and financial remedy. Financial awards are typically modest, ranging from £250 to £10,000. In rare cases, they may recommend disciplinary action. If your complaint involves clinical negligence causing harm, you may also pursue separate civil damages through the courts.

How long do I have to make an NHS complaint?

The standard time limit for making a complaint is within 12 months of the event, though this can be extended in some circumstances. If your complaint involves clinical negligence, you have a separate three-year limitation period under the Limitation Act 1980 to issue a civil claim for damages. It is advisable to gather medical records and correspondence to support your case.