Making a complaint

Complaints should normally be made within 12 months of an incident, or of the matter coming to your attention. This time limit can be extended if you have good reasons for not making the complaint sooner,  and it's possible to complete a fair investigation. This will be a decision taken by the complaints manager in discussion with you.

You can make a complaint verbally, in writing or by email. If you make your complaint verbally, a record of your complaint will be made and you'll be provided with a written copy.

If you're complaining on behalf of someone else, include their written consent with your letter (if you're making your complaint in writing) as this will speed up the process, but consent isn't required if you're making a complaint in the name of:

• A deceased person
• Someone who lacks the capacity to make their own decisions
• A non-Gillick competent child

If you'd like support, you can contact your local NHS Complaints Advocacy service.

The Parliamentary and Health Service Ombudsman website also has tips about making a complaint, including tailored advice for people with learning disabilities and resources for south Asian and Muslim women.