Supporting information on the Complaint Standards Framework for the NHS

Stage 3 - Referral to Ombudsman:  key points

32. NHS organisations should clearly inform anybody who is dissatisfied with the outcome of the detailed look into their complaint about what next steps are available.    NHS organisations should make it clear when they issue a final response that if someone is dissatisfied they can bring their complaint to the Parliamentary and Health Service Ombudsman.

33. NHS organisations should clearly advertise (in their published information about their complaints process) that people have the right to complain to the Parliamentary and Health Service Ombudsman if they are dissatisfied with how their complaint has been handled.