As we are the final stage for unresolved complaints, we usually expect you to complain to the organisation you are unhappy with first. This is so that it has the chance to look into your concerns and, where needed, put things right for you.
If your complaint is about a hospital, you might want to start by contacting its Patient Advice and Liaison Service (PALS) or complaints department.
There is information about feedback and complaints in the NHS on the NHS Choices website.
You can read more about your rights and what to expect in the:
Please note that because of the Coronavirus situation, from 26 March 2020 we will not be accepting any new health service complaints. This is because of the enormous pressure the NHS is under.
We are keeping the situation under close review and will resume our consideration of health complaints as soon as possible.
Read our latest Coronavirus update for more information.
By law, we can only look at complaints about UK government departments and other UK public organisations if a Member of Parliament (MP) refers the complaint to us. You can complete our complaint form and ask an MP or their office to sign it.
MPs will consider all complaints, no matter how big or small - from problems with a benefit or tax office to concerns you have about the DVLA or an immigration issue.
You can find MPs' contact details at parliament.uk.
Here are the complaints processes of five government organisations we often get asked about:
- Child Support Agency
- HM Courts and Tribunals Service
- HM Revenue and Customs
- Jobcentre Plus
- UK Visas and Immigration.
For other government organisations, visit GOV.UK to find out how to complain or contact the organisation for its complaints process.
For some government services, your complaint will have to go to a second review before we can look into it. This is often called a 'second tier'. Examples include the Adjudicator's Office or the Independent Case Examiner (ICE).
Getting advice and support
The Complain for change area of our website has lots of information, tips and resources to help you make your complaint to the organisation.
If you want free advice and help, we also have a list of organisations that can help.
- If you have reached the end of the complaints process and are not happy with the organisation's final decision, you can complain to us.
- If the organisation does not reply to your complaint in the time it said it would or if you are running out of time to bring your complaint to us, please ring us on 0345 015 4033 and we will look at how we can help.