Do I need to make a formal complaint before going to the Ombudsman?

A formal Stage 1 complaint is required before you can escalate your issue to the Parliamentary and Health Service Ombudsman (PHSO). This process applies to complaints about NHS care or treatment in England, including GP practices, hospital trusts, community providers, or commissioning bodies. It is governed by the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

Can I include a request for financial damages in my complaint letter?

No, you should keep them separate. If you are seeking damages for clinical negligence, you must issue a civil claim under the Pre-Action Protocol for the Resolution of Clinical Disputes. Mixing a formal complaint with a damages claim is a common error. For safeguarding concerns, you should alert the local authority's safeguarding team instead.

How quickly must the NHS provider respond to my complaint?

The provider should acknowledge your complaint within 3 working days. They are required to respond to the complaint within 6 months. If you are not satisfied with the response you receive, you can then refer the matter to the Parliamentary and Health Service Ombudsman for further investigation.

What information should be included in my Stage 1 complaint letter?

Your letter should include your personal details, NHS number, dates of treatment, clinical area, and clinicians involved. You must provide a narrative of what happened, your specific concerns, the impact on you, and the remedy you seek. You should also consent to the review of your medical records and request a copy of relevant notes.

← All Templates

Public/Regulatory

Health & Social Care

Updated 2026-05-21

Formal NHS Complaint

Stage 1 NHS complaint letter to a provider in England, before escalation to PHSO.

This template was not drafted by a solicitor.

It is an editorial reference based on the official sources we cite. You are responsible for any document you send. For high-stakes matters (court proceedings, large sums, deportation, criminal allegations, child welfare), have a regulated solicitor review or draft your document.

When to use this template

You have a complaint about NHS care or treatment in England — GP practice, hospital trust, community provider, or commissioning body. Required before escalating to the Parliamentary and Health Service Ombudsman.

When NOT to use this template

For clinical negligence damages — issue a civil claim under the Pre-Action Protocol for the Resolution of Clinical Disputes. For safeguarding concerns — alert the local authority's safeguarding team.

Legal Basis

Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

Before you send

Missing the 12-month time limit (extendable in exceptional circumstances)
Not requesting medical records — get a DSAR copy of your notes before complaining
Mixing a complaint with a damages claim — keep them separate

Common Mistakes to Avoid

✗Missing the 12-month time limit (extendable in exceptional circumstances)
✗Not requesting medical records — get a DSAR copy of your notes before complaining
✗Mixing a complaint with a damages claim — keep them separate

Build Your Letter

Fill in your details

Complete the fields below. Required fields are marked with *.

Date*

NHS provider name*

NHS provider address*

Your name*

Your date of birth*

NHS number*

Date(s) of treatment*

Clinical area*

Clinicians involved*

What happened*

Your specific concerns*

Impact on you (physical, emotional, financial)*

What you want*

Letter preview

[Your Name]
[Your Address]
[Patient ID / NHS Number: [NHS NUMBER]]
[Telephone] [Email]

[NHS PROVIDER NAME] — Complaints Manager
[NHS PROVIDER ADDRESS]

Date: [DATE]

Dear Sir or Madam,

NHS Complaint — Stage 1

I wish to make a formal complaint under the NHS Complaints Procedure about my care.

1. My details

Name: [YOUR NAME]
Date of birth: [YOUR DATE OF BIRTH]
NHS number: [NHS NUMBER]

2. The events

Date(s) of treatment: [DATE(S) OF TREATMENT]
Clinical area: [CLINICAL AREA]
Clinician(s) involved: [CLINICIANS INVOLVED]

[WHAT HAPPENED]

3. The concerns

[YOUR SPECIFIC CONCERNS]

4. The impact on me

[IMPACT ON YOU (PHYSICAL, EMOTIONAL, FINANCIAL)]

5. What I want

[WHAT YOU WANT]

6. Records and consent

I consent to you reviewing my medical records to investigate this complaint. I would also like a copy of all records relevant to the events complained of — please treat this as a subject access request under Article 15 UK GDPR if necessary.

Please acknowledge this complaint within 3 working days and respond within 6 months. If I am not satisfied with the response, I will refer the matter to the Parliamentary and Health Service Ombudsman.

Yours faithfully,

[YOUR NAME]

Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.

Official Resources

PHSO — making a complaint →NHS — how to complain →

Frequently asked questions

Do I need to make a formal complaint before going to the Ombudsman?: A formal Stage 1 complaint is required before you can escalate your issue to the Parliamentary and Health Service Ombudsman (PHSO). This process applies to complaints about NHS care or treatment in England, including GP practices, hospital trusts, community providers, or commissioning bodies. It is governed by the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
Can I include a request for financial damages in my complaint letter?: No, you should keep them separate. If you are seeking damages for clinical negligence, you must issue a civil claim under the Pre-Action Protocol for the Resolution of Clinical Disputes. Mixing a formal complaint with a damages claim is a common error. For safeguarding concerns, you should alert the local authority's safeguarding team instead.
How quickly must the NHS provider respond to my complaint?: The provider should acknowledge your complaint within 3 working days. They are required to respond to the complaint within 6 months. If you are not satisfied with the response you receive, you can then refer the matter to the Parliamentary and Health Service Ombudsman for further investigation.
What information should be included in my Stage 1 complaint letter?: Your letter should include your personal details, NHS number, dates of treatment, clinical area, and clinicians involved. You must provide a narrative of what happened, your specific concerns, the impact on you, and the remedy you seek. You should also consent to the review of your medical records and request a copy of relevant notes.