Complaints about care

If you are unhappy about your care, it’s your right to make a complaint. Some people are reluctant to complain because they think it might affect their care. This shouldn’t happen and the organisation that’s providing care needs to hear when things aren’t going well so it can improve its services.

If you’re a family member or friend and are complaining on behalf of your loved one, talk to them first to check they agree with your complaint.

On this page:

Resolving things informally

Talking about the problem as soon as possible may give people a chance to set things right quickly. Speak to a member of staff where the problem happened. If they’re not the right person to talk to, ask who you should be talking to. 

Making a formal complaint

If informally talking about a problem doesn’t address your concerns, ask for a copy of the organisation’s formal complaints procedure. Every NHS service, local council or trust, care home or other care provider should have one. 

If you’re not happy with the outcome

If you’re not satisfied after making a formal complaint you can take the matter further. There are different procedures for this, depending on where you live in the UK. It also depends on whether your complaint is about health or social care. Find out more about complaints procedures here.

Organisations that can help

If you want support to make a complaint, there are organisations that can help you. 

VoiceAbility – NHS Complaints Advocacy service     – call 0300 303 1660. This is a free and independent service that can help you make a complaint about the NHS. The website has information about the complaints process and you can get further support by calling the helpline.

Office of the Public Guardian   – call 0300 456 0300. Protects people in England and Wales who may not have mental capacity to make decisions.

Patient Advice and Liaison Service (PALS)   (England). The Patient Advice and Liaison Service, known as PALS, offers free confidential advice, information and support on any health-related matter. You can access PALS through your local hospital in England or by calling 111.

Patient Advice and Support Service (PASS)   (Scotland) – call 03454 04 05 06. This is a free independent service that provides confidential information, advice and support to anyone who uses the NHS in Scotland.

Patient and Client Council   (Northern Ireland) – call 0800 917 0222. This is an independent organisation that can help you make a complaint about health or care services in Northern Ireland.

Scottish Independent Advocacy Alliance   – call 0131 556 6443. SIAA can help you find an independent or non-independent advocate. The website also has some useful leaflets and videos about how independent advocacy can help.