Making a complaint can feel scary and daunting, and you might be wondering if it's worth the time and effort. However, if you have problems with an NHS service you need to resolve these to get the care you need.
Resources to help you make a complaint
We know that making a complaint about NHS services can be confusing. Below you will find a range of information to support you if you need to make a complaint.
Please note that:
We do not ourselves have powers to investigate individual formal complaints about NHS services.
We cannot make a complaint to a service on your behalf.
We are not able to offer financial or legal advice. That should always be sought from a trained specialist such as a solicitor or financial advisor.
I would like to make a complaint about an NHS Service  
Healthwatch Hampshire are not responsible for investigating individual complaints.
If you are not happy with the care or treatment you have received by an NHS Service, then you have the right to make a complaint. It is advisable to first talk to the people who run the service itself, explain your issue and see if you can reach a satisfactory resolution.
For example, if you want to make a complaint about your GP, you may want to speak directly with your practice manager first, and hopefully the issue can be resolved quickly. If you do not wish to contact your GP surgery to make your complaint you can do this by sending your complaint to the NHS at:
South East Complaints Hub
NHS Frimley ICB
King Edward VII Hospital
St Leonards Road
Windsor
SL4 3DP
Phone number: 0300 561 0290
Email address:Â Frimleyicb.southeastcomplaints@nhs.net
Likewise, if you wanted to make a complaint about a hospital or community service you can first contact your local Patient Advice and Liaison Service (PALS) which is a free, confidential and independent service that offers confidential advice and support.
 
If after raising your concerns, you feel that the situation remains unresolved. You may decide you want to raise a formal complaint about the service.
To do this you need to find out who is responsible for the service, they are called its ‘commissioners’. In the example of GP Services and hospitals your local Integrated Care Board is responsible for commissioning these services, so they would be who you needed to speak to if you wish to take the issue further.  See the table below to find out who is responsible for the service you want to complaint to.
Complaints about primary care e.g GP, dental services, pharmacy and opticians  Complaints about secondary care, such as: • Community health services (like district nursing) • Maternity services • Planned hospital care • Urgent and emergency care including Emergency Departments, ambulance and out-of-hours services • Older people’s healthcare services  • Healthcare services for children, including those with complex healthcare needs  • Rehabilitation services including wheelchair services • Mental health services • Healthcare services for people with learning difficulties  • Individual funding decisions • End-of-life care  • Continuing Healthcare  | Hampshire and Isle of Wight Integrated Care Board (ICB) Patient Experience Service  Patient experience and complaints :: NHS Hampshire and Isle of Wight (hantsiowhealthandcare.org.uk)  Complaints will be handled by South East Complaints Hub  Contact: NHS Frimley ICB King Edward VII Hospital St Leonards Road Windsor SL4 3DP Phone number: 0300 561 0290 Email address: Frimleyicb.southeastcomplaints@nhs.net  |
Complaints about healthcare in prison, military healthcare and specialised services that support people with a range of rare and complex conditions.  |
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Online Resources
Find out more about making a complaint and get information on the complaints process by can visiting the NHS Website or the Healthwatch England website.
Guidance, Advocacy and Support making an NHS complaint
Making a complaint can seem complicated and daunting, but there are organisations who have the expertise to help you with the process.
The Patient Advice and Liaison Service (PALS) is a free, confidential and independent service that you find in most hospitals. The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters, including the NHS complaints procedure. Contact your nearest PALS here.
Voiceability is a local organisation that can provide free, independent support and assistance about NHS complaints. You can contact them on 0300 303 1660 or email: helpline@voiceability.org. You can find out more about how they can help by visiting their website here. 
Citizens Advice offer information and advice on a wide range of health and social care issues. You can contact them by email, telephone or visit your local office for in person advice. Find out more here.
Other ways to raise issues concerning an NHS or Social Care service.
Report your complaint to the Parliamentary and Health Service Ombudsman.
Report your complaint to the Local Government and Social Care Ombudsman. The LGSCO has the authority to investigate complaints about Social Care providers.
Report the problem to the Care Quality Commission (CQC). The CQC don’t investigate individual complaints, but they may wish to investigate further if it raises concerns about the service.
Report a healthcare professional to their regulatory body in cases of professional misconduct. Professionals are regulated by different regulatory bodies you can find out which to contact here.
Take legal action, for example, if you have suffered from clinical negligence, personal injury or breach of your human rights. Action against Medical Accidents are an independent organisation provides advice, information and self-help guides on a range of issues.