[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-275022-105":3,"detail-sidebar-cat-1-en-105":81,"doc-detail-275022-en":126},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":74,"head_meta":76,"extra_data":78,"updated_unix":80},105,"en","writing-a-complaint-letter-nhs-complaints-procedure","Writing a Complaint Letter - NHS Complaints Procedure","","Guide for writing and sending an NHS complaint letter with clear, factual structure. Explains who can complain, who the letter should be addressed to, and how consent and confidentiality under the Data Protection Act affect access to medical records and responses. Provides practical tips on identifying the patient, keeping the letter concise, organizing issues by theme or timeline, asking definite questions, and including desired outcomes. Covers requesting meetings and handling complaints involving more than one NHS body.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/template/","Template",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/template/letters/","Letters",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/template/writing-a-complaint-letter-nhs-complaints-procedure/275022/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/writing-a-complaint-letter-nhs-complaints-procedure/275022.png","ImageObject",442,249,{"name":42,"@type":43},"Ophelia","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-10-19","2026-09-15",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",11,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"Who can submit an NHS complaint in writing?","Question",{"text":63,"@type":64},"Anyone can complain, including about treatment received personally or care provided to a friend or family member. The guidance defines a person affected, or likely to be affected, by the responsible body’s action, omission, or decision.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"Why does consent matter when NHS bodies investigate complaints?",{"text":68,"@type":64},"Investigations may require access to confidential medical records. The NHS body can request consent from the patient to release details, and without it they may provide a general response rather than specific private details.",{"name":70,"@type":61,"acceptedAnswer":71},"How should the complaint letter be structured to improve clarity?",{"text":72,"@type":64},"Outline the complaint clearly and ask for it to be investigated under the NHS Complaints Procedure. Use full patient identification details, keep the letter concise, organize issues by theme or timeline if needed, and ask definite questions about specific issues or episodes.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},275022,1790254953,{"code":4,"msg":82,"data":83},"success",[84,88,93,98,103,108,113,117,122],{"id":55,"doc_module":22,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},"Presentations",90,"presentations",{"id":89,"doc_module":22,"doc_module_name":25,"category_name":90,"show_sort_weight":91,"slug":92},12,"Resumes",80,"resumes",{"id":94,"doc_module":22,"doc_module_name":25,"category_name":95,"show_sort_weight":96,"slug":97},14,"Invoices",70,"invoices",{"id":99,"doc_module":22,"doc_module_name":25,"category_name":100,"show_sort_weight":101,"slug":102},15,"Posters",60,"posters",{"id":104,"doc_module":22,"doc_module_name":25,"category_name":105,"show_sort_weight":106,"slug":107},16,"Social Media",50,"social-media",{"id":109,"doc_module":22,"doc_module_name":25,"category_name":110,"show_sort_weight":111,"slug":112},17,"Forms",40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":115,"slug":116},18,30,"letters",{"id":118,"doc_module":22,"doc_module_name":25,"category_name":119,"show_sort_weight":120,"slug":121},21,"Paper Templates",5,"papers-templates",{"id":123,"doc_module":22,"doc_module_name":25,"category_name":124,"show_sort_weight":4,"slug":125},158,"General","general-158",{"code":4,"msg":82,"data":127},{"doc_id":79,"user_id":128,"nickname":42,"user_avatar":129,"doc_module":22,"category_id":114,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":30,"language":135,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":12,"update_tm":139,"read_time":22},7971461741311,"https://ap-avatar.wpscdn.com/avatar/74000253aff267980c6?x-image-process=image/resize,m_fixed,w_180,h_180&k=1779345379180704826","Writing a  \ncomplaint letter  \nIf you have decided to make your complaint in writing, this guide may help you to put this together and plan the details you want to include.  \nWho can complain:  \nThe NHS Complaints Regulations state that anyone can complain, either about the treatment they have received personally, but also about the care provided to a friend or family member. This is detailed as,  \n“a person who is affected, or is likely to be affected, by the action, omission or decision of the responsible body which is the subject of the complaint.”  \nMost organisations will seek consent from you to investigate the concerns raised, but also to consult the medical records, as these are confidential. This is usually a form sent out through the post for you to sign.  \nBe aware: An NHS body can request consent from the patient to investigate and release details to the complainant. This is because some of the information may be very personal and so is covered under the Data Protection Act. If it is not possible to provide this, the organisation may not be able to provide a complete response, but should still be able to investigate issues, and provide a letter which answers things generally, and does not provide any private or specific details about the patient. If you already have this consent, or the patient has died, it might be a good idea to include this in your original letter.  \nWho to complain to:  \nComplaints in writing should be ideally addressed to the person in charge of the organisation. This might be the Chief Executive Officer if it is a large Hospital or Mental Health Trust, or could be a Senior Partner or Practice Manager if you are unhappy with the care provided by a GP, Dentist, Optician or Pharmacist. You can also complainto a Ward Manager, Matron, or to the Complaints Department if you would prefer.  \nIf you are not sure who to complain to, information can usually be found by telephoning the organisation or on the Trust website. You could also discuss this with an advocate who can explain your options clearly.  \nIf you are not sure who to complainto, information can usually be found by telephoning the organisation or on the Trust website. You could also discuss this with an advocate who can explain your options clearly.  \nYour health. Your voice.  \n[www.carersfederation.co.uk/ica](www.carersfederation.co.uk/ica)  \nWriting a  \ncomplaint letter  \nWriting and sending the complaint letter  \nYou might have already thought about the issues you want to include in your letter. The letter should clearly outline your complaint and should ask for it to be investigated under the NHS Complaints Procedure.  \nBelow are some tips for putting your letter together;  \n• Make it clear who the complaint is about – use the full name of the patient, and make sure you insert their date of birth, so they can be easily identified.  \n• Try to keep your letter concise and to the point – sometimes issues can get lost in a long account which describes what happened in great detail.  \n• If your complaint spans many months or needs a lot of detail, perhaps use a time line, or diary of events to structure your letter, and list your questions and issues separately.  \n• Be factual and avoid aggressive language or comments which could be classed as offensive.  \n• Try to avoid repeating yourself-make your point and then move on to the next issue.  \n• You could group issues together by theme to organise your letter – eg. Medication, Cleanliness, Attitude, Discharge  \n• Ask definite questions and for the organisation to investigate specific issues or episodes.  \nDo not be afraid to say what has upset you, and explain what you would like to achieve as a result of your complaint. You can then use this as an opportunity to make suggestions for how they can improve services, request to make changes to organisational policies and processes as well as explanations or an apology.  \nYou could also include a contact telephone number in the letter, so the NH","cbCaifmKyWVzLVaV","https://ap.wps.com/l/cbCaifmKyWVzLVaV","pdf",264083,"English","# Who can complain?\n## Who to complain to?\n# Writing and sending the complaint letter\n## Tips for structuring your letter\n## Before you send it\n# Complaints about more than one NHS body","[{\"question\":\"Who can submit an NHS complaint in writing?\",\"answer\":\"Anyone can complain, including about treatment received personally or care provided to a friend or family member. The guidance defines a person affected, or likely to be affected, by the responsible body’s action, omission, or decision.\"},{\"question\":\"Why does consent matter when NHS bodies investigate complaints?\",\"answer\":\"Investigations may require access to confidential medical records. The NHS body can request consent from the patient to release details, and without it they may provide a general response rather than specific private details.\"},{\"question\":\"How should the complaint letter be structured to improve clarity?\",\"answer\":\"Outline the complaint clearly and ask for it to be investigated under the NHS Complaints Procedure. Use full patient identification details, keep the letter concise, organize issues by theme or timeline if needed, and ask definite questions about specific issues or episodes.\"}]","Writing a Complaint Letter - NHS Complaints Procedure | PDF",1789484609]