General guidelines
If your complaint is about a Trust or Strategic Health Authority the letter should be addressed to the Chief Executive. You do not need to put the name of the Chief Executive.

For a GP or Dental Practice, the letter should go to the Complaints Lead at the practice. (You could also send a copy to the Chief Executive of the Primary Care Trust which the practice is a part of).

The letter should clearly outline your complaint and ask for it to be investigated under the NHS Complaints Procedure. If you are writing on behalf of someone else who is a patient, rather than for yourself, you must show that you have the patient’s permission (we have included a consent and confidentiality form in the Information pack which you could use).

If you are not clear where to send your complaint, whether to an NHS Trust, a Primary Care Trust (PCT), a Strategic Health Authority or a Practice (usually medical or dental), ask for advice from ICAS, PALS or the Complaints Department of any NHS service. If you get it wrong and send it to the wrong place, one part of the NHS should pass it on to the correct part, so don’t worry. It is confusing, and you cannot be expected to keep up with all the changes in the NHS, or know who is responsible for what.

If your complaint involves a service that is provided in partnership with the NHS, such as Social Services, you may also have to make two complaints. There is a separate complaints procedure for Social Services complaints. In these cases you may need more advice, so do not hesitate to contact ICAS. Although ICAS can only help with NHS complaints, we will point you in the right direction of where to get help with other parts of your complaint that involve a non NHS organisation.

Expect an acknowledgement letter in 2-3 working days and a full response within 10 days from a GP or dentist and 25 working days from an NHS trust. These are the timescales laid down in the NHS Complaints Procedure and if they are not met, you should have an explanation of the delay in a ‘holding’ letter. It is reasonable to chase up the responses if you hear nothing by the required date.

Helpful tips

Be brief

• try to keep your complaint to no more than two pages
• do not bury your main points in a long letter
• if the complaint is long and complex, attach a log sheet or diary of events with details.

Be clear and straightforward

• use short sentences
• don’t be afraid to say what has upset you, but try to avoid aggressive or accusing language
• try not to repeat yourself.

Be constructive

• your complaint is an opportunity to improve things
• put your concerns politely but firmly.

Keep copies

• keep a copy of all letters sent and received and in date order
• Send photocopies of documents, not originals
• Make sure your letter is received
• send it by guaranteed or recorded delivery

An example framework for a first letter of complaint is in our Information Pack.