Help making a complaint
Check out our top tips and guidance to help you through the process.
Thinking about making a complaint?
Find out more about what's involved in making a complaint about NHS or adult social care services and what your next steps might be.
Knowing how to make a complaint
Making a complaint can be a daunting task, so knowing who you can complain to and what to do is essential.
We've worked with Healthwatch England to produce straightforward advice will guide you through the process from knowing who to talk to, top tips on what to do and what you can expect from services in response.
Everyone who provides an NHS service in England must have their own complaints procedure. You should be able to find information in the waiting room, at reception, on their website or by asking a staff member.
You can either complain directly to the service or to the service commissioner (this is the organisation that paid for the service or care you received). You cannot complain to both at the same time.
If you prefer not to raise your concern with the service, contact the commissioner. For Kingston, this is likely to be: NHS South West London
Complaints advocacy services
Every area of England has an independent NHS complaints advocacy service funded by the local authority. They can help you make a complaint about an NHS service or work out what you want to achieve from a complaint.
Independent NHS Complaints Advocacy, Independent Mental Health Advocacy (IMHA), Independent Mental Capacity Advocacy (IMCA) and Care and Support Advocacy is provided in Kingston by Cambridge House.
Patient Advice Liaison Service
Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health matters. It provides a point of contact for patients, families and carers.
PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.
Parliamentary Health Ombudsman
The Parliamentary Health Ombudsman is the final stage for unresolved complaints. The Ombudsman would usually expect you to complain to the organisation you are unhappy with first.
Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)
You may also wish to contact the Member of Parliament (MP) who represents where you live. MPs can refer a complaint for you or address other concerns that you may have.