We aim to ensure that our care and treatment goes well but sometimes things can go wrong. If you are unhappy with your care or the services you have received, it is important to let us know so that we can improve.
Should you wish to make a complaint about the service you received, you can choose to complain to either:
- Care UK, as the healthcare provider
- The commissioner: this is the organisation that paid for the service or care you received. If you are unsure which NHS Commissioner paid for the service, please contact the service, which will be able to provide this information. Complaining to the commissioner may be the right option if you are not comfortable complaining direct to your healthcare provider, or if you feel this is not appropriate.
You can complain in writing, by email or by speaking to someone in the organisation.
You should make your complaint within 12 months of the incident, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.
Anyone can complain, including young people. A family member, carer, friend, or your local MP, can complain on your behalf with your permission.
What to do if the service you received has not met your expectations?
We aim to provide a caring, high quality service and are always pleased to receive your feedback, both positive and negative. However, we recognise that we don’t always get it right. If the service you received has not met your expectations then we would like to know why. Download the feedback guide and let us know your concern.
Details of how to contact our media relations team are provided in our media page.