This page answers some of frequently asked questions that we receive from people wishing to make a complaint or seeking information about the complaints procedure on someone else's behalf. If you any questions that are not answered here, please contact your nearest ICAS office for assistance and we will endevour to help you as soon as possible. For contact details, please select your region from the ICAS Information menu.
If you are looking to make a complaint you may wish to read our Writing A Complaint Letter guide to help ensure that your letter contains all of the neccessary information.
Any NHS patient can complain about any NHS service they have received and are unhappy about. You can complain on behalf of someone else in certain circumstances (see more below). NHS services include treatment and care given by your GP, dental surgery, hospital and the ambulance service.
Patients who want and are able to raise their concerns are empowered to do so. Patients with more complex needs have access to specialist advocates who can support them through the official complaints process.
You may complain for a friend or relative as long as they agree to let you complain on their behalf. It is useful to get their permission in writing. Click here to download a sample consent form in Word Document (.doc) format (opens a new window) which you could use.
If your friend or relative is very ill, or does not have the capacity to give permission because of an impairment or a disability, you may complain on their behalf without their permission.
Yes. You may raise a complaint or take over a complaint on behalf of a friend or relative who has died, even if you do not have their written permission. In some cases the NHS can decide not to accept you as a suitable representative: they may suggest another person. You can appeal against this decision by writing to the Healthcare Commission (click here for useful addresses).
Not usually. If a young person under 16 does not have the capacity to make a decision about their treatment, only a parent or guardian may complain on behalf of their child without permission. For more information on mental capacity, contact lucybonnerje@dh.gsi.gov.uk
It depends how long ago it happened. You should make your complaint
NHS organisations are allowed to waive this time limit if there are good reasons why you could not complain earlier: for example, you were too ill at the time
It depends. If the NHS paid for your operation in a private hospital, you can complain to the NHS. If you paid for your treatment yourself or through private medical insurance, you cannot complain to the NHS. The private hospital will have its own complaints procedure that you should follow.
You will need to take legal action if you want to make a claim for compensation. The NHS Complaints Procedure does not deal with these cases. You can get free advice on whether or not to take legal action from an independent charity, Action against Medical Accidents or speak to a solicitor (click here for useful addresses).
