It’s important if you’re not happy with any aspect of your care and treatment that you raise your concerns or make a complaint. This will enable services to learn from your experiences.

What does an NHS Complaints Advocate do?

The Health and Social Care Act establishes a right to advocacy to support people wishing to make a complaint about the NHS. For example, towards treatment from a hospital, doctor, local surgery or if you’ve been refused treatment for a condition.

We provide you with guidance on how to make a complaint.

You have the right to:

  • Have your complaint dealt with efficiently, and properly investigated
  • Know the outcome of any investigation into your complaint
  • Take your complaint to the independent Parliamentary and Health Service Ombudsman (PHSO) if you’re not satisfied with the way the NHS has dealt with your complaint

A NHS complaints advocate can:

  • Help you compile all the issues you wish to raise in the complaint
  • Help you write letters and support you to prepare for and attend meetings
  • Answer questions to help you make decisions

We will represent your views, your wishes and your beliefs, not those who may be involved, and we will help you communicate these.

We will help you understand the NHS complaints process, and support your involvement and participation.

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