Knowing how to make a complaint
Making a complaint can be a daunting task, so knowing who you can complain to and what to do is essential.
We can help you. We've worked with Healthwatch England to produce straightforward advice will guide you through the process from knowing who to talk to, top tips on what to do and what you can expect from services in response.
NHS Complaints is changing from 1 July 2023
NHS Complaints is changing from 1 July 2023
From 1 July 2023, a new system will be put in place to handle complaints about primary healthcare services. This includes addressing problems with pharmacies, eye care, and dental care.
Currently, NHS England has responsibility handling these complaints. But some of their responsibilities will now be taken on by Integrated Care Boards (ICBs).
It's important to note that you can still make complaints directly to the service provider concerned, and that process will stay the same.
However, if you wish to submit a complaint to the commissioning organisation instead, this is how the process will change:
1. Managing complaints: The way complaints are handled will change. The ICBs will be responsible for managing complaints instead of NHS England.
2. Transfer of staff: The employees who currently work in the NHS England complaints team will move to the ICBs. They will continue to handle complaints but under the new system.
3. Ongoing complaints and investigations: Any complaints or investigations that were received on or after 1 July 2022, will be transferred to the ICBs. They will be responsible for continuing these processes.
If an ongoing complaint that was received on or after 1 July 2022, the person who made the complaint will receive a letter from NHS England informing them that their complaint is now being handled by the ICBs. The letter will also provide information about the person who will be handling their case.
For people who have ongoing complaints that were being dealt with before 1 July 2022, they will receive a letter from NHS England informing them that their complaint will continue to be handled by NHS England. It will also provide information about their case handler.
