Right to Complain in Wales
Reviewed by the Commoner Law Editorial Team. Sourced from UK Acts of Parliament, statutory instruments, and official guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
The NHS complaints system runs on two levels. Stage one is local resolution — straight to the trust, GP surgery, or service involved (or NHS England for primary care). Stage two is the Parliamentary and Health Service Ombudsman (PHSO), an independent body with statutory powers to investigate, recommend remedies, and order changes.
The structure:
- Local resolution: the provider must acknowledge within 3 working days and respond within an agreed timeframe (usually up to 6 months).
- Ombudsman: if local resolution doesn't satisfy, the PHSO can investigate further and order remedies — apologies, financial redress, policy changes.
The standard time limit is 12 months from the event or from when you became aware of it. The provider can accept a late complaint where there are good reasons — but the longer the gap, the harder it gets.
When does it apply?
- You received poor care, were treated unfairly, experienced delays, or your rights were not respected.
- PALS (Patient Advice and Liaison Service) can help resolve concerns informally before a formal complaint — every NHS trust has a PALS team.
- Complaints can be made by the patient or by someone acting on their behalf (with their consent, or for a patient who has died or lacks capacity).
- If your complaint involves professional misconduct, you can also report the individual to their regulatory body: the General Medical Council (GMC) for doctors, or the Nursing and Midwifery Council (NMC) for nurses.
What to Do If You Want to Make a Complaint About NHS Care in the UK
PALS first for the quick route, formal complaint when PALS isn't enough.
- Contact PALS first. Patient Advice and Liaison Service teams handle a lot of issues informally and quickly — apologies, missed referrals, communication breakdowns.
- For a formal complaint, write to the provider or NHS England. State what happened, when, who was involved, and what outcome you want.
- Keep everything. Letters, emails, appointment cards, discharge summaries — they're your evidence.
- If local resolution falls short, escalate to the PHSO. The Ombudsman can recommend financial remedies, formal apologies, and changes to local policy.
- The free NHS Complaints Advocacy Service in your area can help you draft and pursue a complaint — independent and confidential.
What should you NOT do?
- Don't wait. The 12-month limit is real, and CCTV, notes, and witness memories all degrade.
- Don't fear retaliation. NHS providers are legally prohibited from treating you differently because you complained — and the duty of candour cuts the other way too.
- Don't try to skip local resolution. The PHSO will normally bounce you back to complain locally first.
How Wales differs from UK national law
NHS Wales complaints follow the Putting Things Right process:
- All NHS Wales bodies use the same unified concerns procedure.
- You can raise concerns informally or make a formal complaint. The health board must acknowledge within 2 working days and respond within 30 working days.
- If unsatisfied, escalate to the Public Services Ombudsman for Wales — not the PHSO.
- The Community Health Councils (CHCs) provide independent patient advocacy in Wales (similar to PALS in England).
Additional Steps in Wales
- Contact your local Community Health Council for independent support with complaints.
Relevant Law: NHS (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011
Common Questions
When does right to complain apply?
You received poor care, were treated unfairly, experienced delays, or your rights were not respected.PALS (Patient Advice and Liaison Service) can help resolve concerns informally before a formal complaint — every NHS trust has a PALS team.Complaints can be made by the patient or by someone acting on their behalf (with their consent, or for a patient who has died or lacks capacity).If your complaint involves professional misconduct, you can also report the individual to their regulatory body: the General Medical Council (GMC) for doctors, or the Nursing and Midwifery Council (NMC) for nurses.
What should I do if I received poor NHS care and want to make a formal complaint in the UK?
PALS first for the quick route, formal complaint when PALS isn't enough.Contact PALS first. Patient Advice and Liaison Service teams handle a lot of issues informally and quickly — apologies, missed referrals, communication breakdowns.For a formal complaint, write to the provider or NHS England. State what happened, when, who was involved, and what outcome you want.Keep everything. Letters, emails, appointment cards, discharge summaries — they're your evidence.If local resolution falls short, escalate to the PHSO. The Ombudsman can recommend financial remedies, formal apologies, and changes to...
What mistakes should I avoid with right to complain?
Don't wait. The 12-month limit is real, and CCTV, notes, and witness memories all degrade.Don't fear retaliation. NHS providers are legally prohibited from treating you differently because you complained — and the duty of candour cuts the other way too.Don't try to skip local resolution. The PHSO will normally bounce you back to complain locally first.
Right to Complain in other regions
Same topic, different jurisdiction. Pick the one that applies to you.