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How can I complain about a treatment or care I have received

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If you are not happy with a health or social care service you have received you have the right to complain. This section explains how to complain about different types of service.

Every NHS service, social care service and care home must have an accessible, fair and responsive procedure for dealing with complaints.

You should ask your service provider to let you see a copy of their complaints procedure. This will tell you who to contact, how your complaint will be dealt with and how they will learn from it. Your complaint has to be investigated and you have the right to be given a full and prompt reply.

You can make a complaint by email, letter, in person, or by phone. It is a good idea to keep a record of anything you say, who you speak to and what they say in response.

 

6.1 How do I complain about a care home or social care service?

Contact the care home or social care service and tell them the details of your complaint. They should act quickly to resolve the issue and take action to stop it happening again.

6.2 How do I complain about a health or social care service that is paid for privately?

Contact your private healthcare provider and tell them the details of your complaint. They should act quickly to resolve the issue and take action to stop it happening again.

6.3 How do I complain about the NHS?

First you should contact the service that provides your care, for example a hospital or GP practice. You can do this by speaking to a member of staff – for example, a doctor or nurse in hospital, or the Practice Manager of a GP surgery.