Update: The complaints process has changed from 1st April 2009 and you may find that your complaint is dealt with in a different way to the process that is explained on this website.

Please contact your local office for more information. We aim to have the website updated to reflect these changes as soon as possible.

The National Health Service (NHS) works hard to treat everyone properly and promptly and most people using the health service are happy with their treatment. But sometimes things can go wrong.

If you are unhappy with the service you or others have received from a hospital, doctor, dentist, local surgery or any other NHS service, you can complain about it.

You have a right to have your concerns investigated and to receive a full reply. Making a complaint can also change how things are done and improve services for everyone.

This website aims to help you to feel confident about making a complaint yourself. It:

• explains what is involved in making a complaint
• explains how to go about it
• offers practical tips and things for you to think about
• tells you how to get independent help and support if you need it

Using this website may help you decide whether:

• you want to try to sort out your concerns informally

or

• you want to go ahead with a formal complaint.

Making a complaint can be quite complicated and lengthy (writing letters, remembering deadlines, keeping notes of phone calls etc.) It can also be upsetting having to think and talk about what has happened, especially if something has gone very badly wrong with your treatment or a relative or friend has died. If you feel you would like extra help at any time, you can contact the Independent Complaints Advocacy Service (ICAS).

ICAS staff, known as advocates, can:

• give you an opportunity to speak confidentially to someone who is independent of the NHS
• explore the options available to you at every stage of the complaints procedure
• help you with writing effective letters to the right people
• prepare you for and go to meetings with you
• contact and speak to third parties if you wish them to
• act on your direction rather than the wishes of others.

Your advocate will not try to persuade you to do or not do anything and will always respect your decisions.

If you wish to see our annual reports for the last three years, please visit the SEAP Annual Reports page.