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Model complaint handling procedure for NHS Services in England

The model complaint handling procedure sets out how your organisation will meet the expectations of the NHS Complaint Standards in practice.

There are two versions of the procedure - one for NHS organisations and one for commissioners. You can download the right version for your organisation below: 

Word versions:

PDF versions:

Let us know what you think

We'd like to know what you think of the Complaint Standards, model complaint handling procedure, guidance and toolkit. Email your feedback to Liaisonmanagers@ombudsman.org.uk