NHS Complaint Standards

The NHS Complaint Standards, model complaint handling procedure and good complaint handling guides set out how organisations providing NHS services should approach complaint handling. They apply to all NHS organisations in England and independent healthcare providers who deliver NHS-funded care.

Building on the good practice that already exists, they provide a consistent approach to complaint handling across the NHS.

Here are some steps to get you started with using the NHS Complaint Standards.

Paragraphs

Find out more about the NHS Complaint Standards and read the summary of expectations.

Model complaint handling procedure

The model complaint handling procedure describes how your organisation will meet the Standards.

Good complaint handling guides

Detailed guidance to help you meet the Complaint Standards.

Toolkit

An organisational assessment tool, sample letters, forms and other helpful resources.

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