Complaining about health and social care
Explains what you can do if you experience a problem with the health or social care you receive or think you should have received.
When would I make a complaint to an ombudsman?
If the formal complaints procedure does not resolve your complaint about your health or social care, this can be very frustrating and sometimes upsetting. However, there are other actions you can take. One of these is asking the relevant ombudsman to investigate your complaint.
What is an ombudsman?
An ombudsman is an official appointed to investigate someone's complaint against a company or organisation, especially a public authority. The ombudsman is independent of the NHS, providers of care, local authorities and the government.
When will an ombudsman take on a case?
An ombudsman does not have to take on a case. Generally, they won't investigate your complaint if:
- you have not been through the formal complaints procedure first with the care provider, NHS or local authority
- you make your complaint outside of 12 months from the date of the event(s), unless there is a special reason for the delay
- your complaint is already the subject of legal proceedings (or sometimes when it could become the subject of legal proceedings)
Public authorities
These are organisations whose role is of a public nature. This includes:
- police
- NHS hospitals and employees
- local authorities and their employees
- some nursing and personal care accommodation providers
- prison staff
- courts and tribunals, including Mental Health Tribunals
- government departments and their employees
- statutory bodies and their employees (for example the Information Commissioner’s Office).
This information was published in May 2017.
This page is currently under review. All content was accurate when published.
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