How to Complain About NHS or Care Home Services in the UK

Medically Reviewed by: Dr Jackie Gray, Public Health Expert and Retired GP
(Carents Trusted Reviewer Programme – Last reviewed February 2026)

While the basic complaint process is similar across the UK, each nation has its own ombudsman service:

Note: In Scotland, Wales, and Northern Ireland, the same ombudsman handles both NHS and social care complaints, simplifying the process.

NHS services include GP practices, hospitals, dental services, mental health services, community health services, and NHS-funded care. While the overall process is similar across the UK, there are some important differences in timescales and support services.

Across all UK nations, most issues can be resolved quickly by speaking to the people involved. Start here:

For GP or Dental Services (Primary Care)

• Speak to the practice manager or senior staff member - they are obliged to investigate. 

• All practices must have a complaints procedure—ask to see it

• England: Contact your local Integrated Care Board (ICB) or Healthwatch for support

• Scotland: NHS Inform provides guidance, and Patient Advice and Support Service (PASS) can help

• Wales: Contact Llais (the citizen voice body) for support

• Northern Ireland: Contact the Health and Social Care Board for support, especially with GP/dental complaints

For Hospital Services (Secondary Care)

• England: Contact Patient Advice and Liaison Service (PALS) at the hospital

• Scotland: Contact the complaints department or Patient Advice and Support Service (PASS)

• Wales: Contact the hospital's complaints department or Llais

• Northern Ireland: Contact the Trust's complaints department or Patient and Client Council (PCC)

If early resolution doesn't work, submit a formal written complaint. You can ask for the complaint procedure and they are duty bound to inform you of it. 

What to include in a complaint is the same across the UK:

What to Include in Your Complaint

• Your contact details (name, address, phone, email)

• Details of the person receiving care (if you're complaining on their behalf)

• What happened: dates, times, locations, names of staff involved

• Why you're unhappy: explain the impact this had

• What you want to happen: an apology, explanation, change in service, or other resolution

Key Differences in Timescales and Procedures

England:

• Acknowledgement should be within the timescale outlined in their procedure

• Complaint should be acknowledged within 3 working days

• Response usually within 6 months

• Time limit: Usually within 12 months of the incident or becoming aware of it

Scotland:

• Two-stage procedure: Stage 1 (early resolution) – 5 working days; Stage 2 (investigation) – acknowledged in 3 working days, completed in 20 working days

• Time limit: 6 months to complain to the NHS organisation, then 12 months to escalate to SPSO

Wales:

• 'Putting Things Right' process with focus on early resolution and learning

• Complaint acknowledged within 2 working days

• Time limit: Usually within 12 months

Northern Ireland:

• Two-stage procedure: Stage 1 (early resolution) – 5 working days; Stage 2 (investigation) – acknowledged in 2-3 working days, completed in 20 working days

• Time limit: Within 6 months of the incident (up to 12 months in exceptional circumstances)

If the NHS organisation has investigated your complaint and you remain unhappy, you can escalate to the appropriate ombudsman for your nation:

England: Parliamentary and Health Service Ombudsman (PHSO)

• Contact: www.ombudsman.org.uk | 0345 015 4033

• Current wait times: Approximately 7 months (as of October 2025)

• Time limit: Usually within 12 months of NHS response

Scotland: Scottish Public Services Ombudsman (SPSO)

• Contact: www.spso.org.uk | 0800 377 7330

• What they do: Independent investigation of complaints about NHS and public services

• Time limit: Within 12 months of becoming aware of the issue

Wales: Public Services Ombudsman for Wales (PSOW)

• Contact: www.ombudsman.wales | 0300 790 0203

• What they do: Independent investigation of complaints about NHS and public bodies in Wales

• Time limit: Usually within 12 months

Northern Ireland: Northern Ireland Public Services Ombudsman (NIPSO)

• Contact: www.nipso.org.uk | Freephone 0800 34 34 24

• What they do: Independent investigation of complaints about health and social care services

• Time limit: Within 6 months of receiving the Trust's final response

Getting Help with Your NHS Complaint

You don't have to complain alone. Each nation has specific support services:

England

• Healthwatch: www.healthwatch.co.uk | Local Healthwatch can provide advice and support

• PALS: Patient Advice and Liaison Service at your local hospital

• CQC: Care Quality Commission (www.cqc.org.uk | 03000 616161) for serious concerns about care quality

Scotland

• Patient Advice and Support Service (PASS): Free, independent advice through Citizens Advice Scotland | www.cas.org.uk/pass

• NHS Inform: www.nhsinform.scot | Information on how to complain

• Care Inspectorate: www.careinspectorate.com | For serious concerns about care quality

Wales

• Llais: www.llaiswales.org | Independent citizen voice body that can support with complaints

• Care Inspectorate Wales: www.careinspectorate.wales | For serious concerns about care quality

Northern Ireland

• Patient and Client Council (PCC): Freephone 0800 917 0222 | www.pcc-ni.net | Free, independent advice and support

• Regulation and Quality Improvement Authority (RQIA): www.rqia.org.uk | For serious concerns about care quality

All Nations: Advocacy services and Citizens Advice are available throughout the UK and can help you prepare your complaint.

If you're concerned about care provided by a care home, home care agency, or other social care service, whether council-funded, self-funded, or with a family top-up, the process varies slightly between nations but follows similar principles.

Across all UK nations, start by raising your concern with the care home or care organisation:

• Speak to the manager or person in charge

• Ask for a copy of their complaints procedure—all care providers must have one

• Put your complaint in writing with clear details

• Keep copies of all correspondence

If the care is arranged or funded by your local council, you can also complain to them:

England and Wales

• Contact your local council's adult social care department

• They have a legal duty to investigate complaints about services they arrange, even if provided by private organisations

Scotland

• Contact your local council's social work service

• Two-stage procedure: Stage 1 (5 working days) and Stage 2 (20 working days)

Northern Ireland

• Contact your local Health and Social Care Trust

• In Northern Ireland, health and social care are integrated, so the same Trust handles both types of complaints

If you've completed the care provider's complaint procedure and remain unhappy:

England: Local Government and Social Care Ombudsman (LGSCO)

• Contact: www.lgo.org.uk | 0300 061 0614

• What they investigate: Council services, council-funded care, AND self-funded care

• Important: The LGSCO can investigate complaints about self-funded care, you don't need council involvement to use this service

Scotland: Scottish Public Services Ombudsman (SPSO)

• Contact: www.spso.org.uk | 0800 377 7330

• What they investigate: Council social work services and care services

• Note: SPSO handles both NHS and social care complaints, making it a single point of contact

Wales: Public Services Ombudsman for Wales (PSOW)

• Contact: www.ombudsman.wales | 0300 790 0203

• What they investigate: Council services and public bodies

• Note: Like Scotland, PSOW handles both NHS and social care complaints

Northern Ireland: Northern Ireland Public Services Ombudsman (NIPSO)

• Contact: www.nipso.org.uk | Freephone 0800 34 34 24

• What they investigate: Health and Social Care Trusts and other public services

• Note: NIPSO handles all public service complaints including integrated health and social care

Each UK nation has an independent regulator that monitors care quality. While they don't investigate individual complaints, you should report serious concerns to them:

England: Care Quality Commission (CQC)

• Contact: www.cqc.org.uk | 03000 616161

• Role: Inspects and regulates health and social care services, can take enforcement action

Scotland: Care Inspectorate

• Contact: www.careinspectorate.com | 0345 600 9527

• Role: Inspects and regulates care services, can investigate complaints directly in some cases

Wales: Care Inspectorate Wales (CIW)

• Contact: www.careinspectorate.wales | 0300 790 0126

• Role: Inspects and regulates care services, uses complaints to inform inspections

Northern Ireland: Regulation and Quality Improvement Authority (RQIA)

• Contact: www.rqia.org.uk | 028 9051 7500

• Role: Inspects and regulates health and social care, uses complaints to inform their work

When to contact regulators: If you have serious concerns about poor care, abuse, neglect, or safety issues that put people at risk. This is in addition to, not instead of, making a formal complaint.

Be Clear and Specific

• State exactly what happened, when, and who was involved

• Explain the impact it had on you or your loved one

• Say what you want to happen as a result

Keep Records

• Save all emails, letters, and written responses

• Note dates and times of phone calls and who you spoke to

• Keep a diary of incidents if problems are ongoing

Be Persistent but Professional

• Stay calm and factual, even if you're frustrated

• If you don't get a response, follow up politely but firmly

• Don't give up—you have the right to complain

Get Support

• Use advocacy services specific to your nation—they're free and make a real difference

• Don't feel you have to do this alone

Before beginning the formal complaints process, know that your local Member of Parliament (MP) can help. Complaints about care services represent typical casework for MPs, and they have experience navigating these systems. Beyond your individual case, drawing your MP's attention to poor services can lead to broader changes that protect others. You can find your MP at www.parliament.uk/mps-lords-and-offices/mps (or www.niassembly.gov.uk for Northern Ireland MLAs).

England

NHS Complaints:

• PALS (Patient Advice and Liaison Service): Contact your local hospital

• Healthwatch: www.healthwatch.co.uk

• Parliamentary and Health Service Ombudsman: www.ombudsman.org.uk | 0345 015 4033

Social Care Complaints:

• Local Government and Social Care Ombudsman: www.lgo.org.uk | 0300 061 0614

• Care Quality Commission: www.cqc.org.uk | 03000 616161

Scotland

NHS and Social Care Complaints:

• Patient Advice and Support Service (PASS): www.cas.org.uk/pass

• NHS Inform: www.nhsinform.scot

• Scottish Public Services Ombudsman: www.spso.org.uk | 0800 377 7330

• Care Inspectorate: www.careinspectorate.com | 0345 600 9527

Wales

NHS and Social Care Complaints:

• Llais (Citizen Voice Body): www.llaiswales.org | 0300 003 3111

• Public Services Ombudsman for Wales: www.ombudsman.wales | 0300 790 0203

• Care Inspectorate Wales: www.careinspectorate.wales | 0300 790 0126

Northern Ireland

Health and Social Care Complaints:

• Patient and Client Council: www.pcc-ni.net | Freephone 0800 917 0222

• Health and Social Care Board: www.hscboard.hscni.net

• Northern Ireland Public Services Ombudsman: www.nipso.org.uk | Freephone 0800 34 34 24

• Regulation and Quality Improvement Authority: www.rqia.org.uk | 028 9051 7500

All Nations

• Citizens Advice: www.citizensadvice.org.uk | Free, confidential advice

• Age UK / Age Cymru / Age Scotland / Age NI: Age-specific support

• Carents.co.uk: Resources and support for carents navigating the care system

Regardless of where you live in the UK, you have the right to complain about care services and to have your concerns taken seriously. While the specific processes and organisations differ between England, Scotland, Wales, and Northern Ireland, the fundamental principles remain the same:

• Start by complaining to the service provider directly

• Keep clear records of everything

• Use the free support services available in your nation

• Escalate to your ombudsman if you're not satisfied with the response

• Report serious concerns to your care regulator

Medically reviewed by Dr Jackie Gray, February 2026