The aim of Local Resolution is to try to sort out your problem directly with the NHS organisation. The NHS aims to respond to you efficiently, sensitively and promptly.

Local Resolution is your opportunity to explain what it is you are unhappy about and what you would like to happen. It gives you and the NHS organisation time to listen and discuss the incident. Local Resolution is important because it aims to resolve your concerns and, where appropriate, use your experiences to improve local services.

At this stage it is important to raise everything that you are unhappy about, as new issues cannot later be introduced as part of the same complaint.

It may be helpful to keep a record of any telephone calls you make and letters you write or receive about your complaint. To help you do this, a Log Sheet is included in the information pack, available on this website. You can fill in all the details of who you wrote or spoke to, what was agreed and when it needs to be done by.

Are there time limits for making a complaint?

Yes. Generally, you should make your complaint within:

• Twelve months of the incident happening or
• Within twelve months of you realising that you have something to complain about

The NHS can use its discretion to look at issues that are beyond these timescales. For instance, if you were too ill to make the complaint straight away the NHS will consider if it is still possible to investigate the complaint effectively and fairly. How do I complain?

You can explain what happened to you:

• in person
• on the telephone
• by email
• in a letter.

NHS organisations tend to prefer having complaints in writing but if you would rather telephone or go in person, the Complaints Manager should make a written record of your complaint. The issues you raise should be written down and a copy given to you.

Useful tip: if you send a written complaint, keep a copy of your letter to refer to later.

All NHS organisations have complaints procedures and in most cases they will probably be best placed to deal with your complaint. However, you can complain to the Primary Care Trust (PCT) if you wish to do so. The PCT is responsible for all NHS services in your local area.

If you want to complain about your hospital or ambulance service contact the Complaints Manager or the Chief Executive of the NHS Trust.

For complaints about primary care and independent providers such as your GP, dentist, optician, pharmacist, health centre or other independent NHS contractor, you have two options:

• You can complain directly to the NHS organisation by contacting the person in charge of complaints. In most GP and dental practices, this will be the Practice Manager or
• You can complain to the Primary Care Trust (PCT). The PCT is responsible for all care in your local area and they work closely with primary care practitioners such as GPs and dentists.

If you choose to make a complaint directly to the organisation and you are not satisfied with their response you cannot then raise the issue with the PCT but must go straight to the Health Service Ombudsman (HSO).

If you are not clear where to send your complaint, ask for advice from PALS or the Complaints Department in larger organisations such as hospitals. Many NHS organisations will have details of how to contact them about complaints on their website.

Remember, if your complaint concerns more than one NHS organisation, you only need to send a letter to one of the organisations. They will liaise with the other organisation(s) involved and provide a co-ordinated response. If you need support with any of these processes a free independent ICAS Advocate will be able to help you.

What will happen next?

Sometimes it may be possible to resolve your concerns immediately. If this is not the case they:

• Should acknowledge your complaint either verbally or in writing within three working days.
• Must offer to contact you to discuss your complaint and arrange a plan to resolve your concerns with you. This means that they will discuss how best to resolve your concerns and what you hope to achieve from raising them. They should also agree with you a timescale for resolving the issues and how they will keep you informed of progress. The suggested timescales can be influenced by things like how many staff they need to speak to, how easy it is for them to access your medical records and if other NHS organisations are involved in your complaint. If there is a problem in keeping to the agreed timescale they should contact you before it expires to agree an amended timescale.
• Should offer assistance to enable you to understand the complaints procedure or advice on where to obtain such assistance, such as, from your local ICAS provider.

Resolving your complaint

• You may be offered a meeting to discuss your complaint and speak to staff directly about what has happened. You can take a friend, relative and/or Advocate with you to any meetings that you might have
• Sometimes the NHS uses Conciliation or Mediation services. A conciliator/mediator is a neutral and independent person who can arrange a meeting with you and those involved (either separately or together) so you can all express your views and try to resolve your differences. A conciliator will become involved only if everyone affected agrees. The conciliation process is confidential
• Conciliation and Mediation Services differs from Trust to Trust so if this is offered you should ask the Complaints Manager to explain how it operates in your area.

Useful tip: It may be helpful to prepare a list of questions you want to ask at your meeting and bring this with you. Try to keep these questions clear and concise. It is also helpful to take any relevant paperwork with you to the meeting.

After the Investigation

Once the investigation is finished and any meetings have been held, the Complaints Manager should send you a letter containing:

• A summary of your complaint
• What the investigation found and any actions that are going to be taken as a result
• What to do if you are still unhappy with the answers given

Depending on the investigation, the letter may contain:

• An apology, if relevant
• What actions will be taken and when, as a result of your complaint
• Who is responsible for making this happen
• What steps have been taken to prevent the same thing happening to other people

The letter should be:

• Balanced, factual and impartial
• Clear and easy to understand
• It should avoid technical terms and, if they are used, it should explain what they mean.

If you haven’t received this letter within the timescale agreed in the plan you may want to ring or write to check when you can expect to receive it.

If you have agreed, this letter may be sent in electronic form by email.

The Health Service Ombudsman (HSO) has produced a set of six clear principles for good complaints handling. All NHS organisations are expected to follow these principles when dealing with your complaint. You can request details of this guidance from your local ICAS office or from this website. Alternatively you can find out more by visiting the HSO website at

SOUTH of ENGLAND ADVOCACY PROJECTS | info@seap.org.uk