How to Make a Medical Negligence Complaint in the UK
If you believe you have received substandard medical care, this guide explains how to make a formal complaint, what to include, and where to escalate if needed.
What is medical negligence?
Medical negligence occurs when a healthcare provider fails to meet the standard of care a reasonably competent practitioner would provide, and that failure causes harm. Misdiagnosis, delayed diagnosis, surgical errors, medication errors, and failure to obtain informed consent can all constitute negligence.
The NHS complaints procedure
The first step is Local Resolution — complaining directly to the NHS trust, GP practice, or provider. They must:
- —Acknowledge your complaint within three working days
- —Investigate and provide a full written response — typically within 40 working days
- —Offer a meeting with senior staff if you wish
- —Advise you of your right to escalate to the Parliamentary and Health Service Ombudsman (PHSO)
What to include in your complaint
- —Full name of the patient and dates of treatment
- —Names of clinicians or departments involved
- —A clear chronological account of what happened
- —How the care has affected your health and daily life
- —What outcome you want — explanation, apology, investigation, or corrective treatment
Keep copies of all medical letters, prescriptions, test results, and appointment records. These are essential evidence for any complaint or potential legal claim.
If Local Resolution fails
Escalate to the Parliamentary and Health Service Ombudsman (PHSO) — independent, free, and able to recommend apologies, service improvements, and financial remedies. You must have completed Local Resolution first.
Time limits
NHS complaints must normally be made within 12 months of the incident or knowledge of the problem. Legal claims for clinical negligence generally must be brought within three years. Children have until their 21st birthday.
Private healthcare
Complain directly to the provider first, then to the relevant professional regulator (GMC for doctors, NMC for nurses) or the Independent Sector Complaints Adjudication Service (ISCAS) if the provider is a member.