We are all entitled to receive quality mental health care, and it is important to be aware of the appropriate ways to complain about your care and express concerns and complaints.
If you are dissatisfied with your GP, doctor’s surgery, mental health service or any other NHS treatment, you have the option to lodge a complaint with them directly, or to the NHS trust in your region. This guide outlines things you can do if you are not satisfied with the wuality of care you have received.
Complain about your GP surgery
Get help with your complaint
Complain to the Ombudsman
If you’re unhappy with the final response from your GP practice you can take your complaint to the health service ombudsman. The ombudsman is independent of the NHS and free to use. It can help resolve your complaint, and tell the NHS how to put things right if it has got them wrong.
The ombudsman only has legal powers to investigate certain complaints.
You must have received a final response from your GP practice before the ombudsman can look at your complaint. The ombudsman will generally not look into your complaint if it happened more than 12 months ago, unless there are exceptional circumstances.
We advise making your complaint in writing using any designated forms provided by the ombudsman. However, you may also be able to email and phone the ombudsman about your complaint.
Complain to the Clinical Commissioning Group
You can contact your local clinical commissioning group (CCG) for complaints about secondary care, such as hospital care, mental health services, out-of-hours services, NHS 111 and community services like district nursing, for example.
Every CCG will have its own complaints procedure, which is often displayed on its website. Find contact details for CCGs.