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    Complaints

    How to complain to the NHS, your council, a housing association or the police

    Written by Billy Kukadia · Last reviewed 23 October 2026

    Illustrative image: Billy Kukadia sitting beside a woman making a phone call at a kitchen table

    In short

    Most complaints go to the organisation first, then to an independent ombudsman or review body.

    Time limits apply. For the NHS in England, it is usually 12 months.

    A clear complaint says what happened, when, and what you would like done about it.

    What you need

    A note of what happened, in date order. Include names or job titles where you know them. If you are not sure of an exact date, say roughly when.

    Copies of any letters, emails, appointment cards or reference numbers. Keep the originals yourself and send copies.

    A clear idea of what you would like to happen. An apology, an explanation, a repair, a change in how something is done: say it plainly, so the organisation knows what a good answer looks like to you.

    Step by step

    1. Use this checklist before you write

      What happened: a short account, one event at a time. Dates: when each thing happened, and when you first raised it. What you want: the outcome you are asking for. Attachments: a list of the copies you are including.

      Keep it calm and factual. A complaint that is easy to follow is easier to answer.

    2. The NHS in England

      Complain to the GP practice, hospital or service, or to the body that commissions it. Use the date rules in the summary above. If you are unhappy with the final local response, you can ask the Parliamentary and Health Service Ombudsman to look at it. The ombudsman is free; its number is below.

    3. Your council

      Use the council's own complaints process first and keep its reference number. If you are still unhappy at the end, you can go to the Local Government and Social Care Ombudsman, which is free. Note when you first knew about the problem and do not wait too long.

    4. A housing association or council landlord

      Social landlords follow the Complaint Handling Code. There are two stages. Use the response periods in the key dates box. If you are still unhappy, you can go to the Housing Ombudsman. Note the date you sent each stage so you can see whether replies are late.

    5. The police

      Complain to the police force, usually through its professional standards department. When you receive the outcome, read the letter carefully. If you want a review, use the period above; the letter will name the body that handles it.

    Free help

    The ombudsman services are free. The Parliamentary and Health Service Ombudsman looks at NHS complaints in England once the local process is finished.

    • Parliamentary and Health Service Ombudsman

      0345 015 4033

      Free. After the final local NHS response.

    How we can help, and what we can't

    We can help you put events into date order, gather your copies and prepare a complaint in your words for you to check and send. We cannot make decisions for any organisation or ombudsman, and we cannot promise a particular outcome. Our document help page explains the practical support available. Document help.