These guidance modules will help you meet the expectations set out in the NHS Complaint Standards. They should be used alongside the model complaint handling procedure.
Guidance modules
You can download the complaint handling guidance modules below:
- Promoting a just and learning culture (PDF 169KB)
- Making sure people know how to complain (ODT 1.98 MB)
- Making sure people know how to complain (PDF 560 KB)
- Identifying a complaint (ODT 1 MB)
- Identifying a complaint (PDF 348 KB)
- Who can make a complaint - consent and confidentiality (PDF 774KB)
- Who can make a complaint - consent and confidentiality (ODT 1.48MB)
- Independent NHS complaints advocacy and other specialist advice (PDF 360KB)
- Independent NHS complaints advocacy and other specialist advice (ODT 969KB)
- Early resolution (ODT 1 MB)
- Early resolution (PDF 420 KB)
- A closer look – clarifying the complaint and explaining the process (PDF 358 KB)
- A closer look – carrying out the investigation (PDF 398 KB)
- A closer look – writing and communicating your final response (PDF 340 KB)
- A closer look – providing a remedy (PDF 392 KB)
- Referring people to the Ombudsman (PDF 353 KB)
- Complaints and other procedures (PDF 348KB)
- Complaints and other procedures (ODT 1MB)
- Complaints involving multiple organisations (PDF 311KB)
- Complaints involving multiple organisations (ODT 1.25MB)