Letter template

Sample complaint letter

If you decide to put a complaint about your healthcare in writing, there are a number of factors you will need to consider to enable the NHS body to investigate fully.

Patients and familiesComplaints & concerns

Below is a sample complaint letter to help you write your own. The numbered points are explained in the list below the sample letter.

Your name
Your address
Your phone number
Date of letter

1. Name and address of organisation

Dear Sir/Madam,

Re: [your name], [your date of birth], [your NHS number]

2. I am writing to complain about the treatment at…

3. [Details of what happened and when]

4. [Details of why you are not happy]

5. [Specific questions you would like answered]

6. [Details of what you would like to happen next]

7. [Conclusion]

8. Yours sincerely,

1. Addressee

Depending on where the treatment you are complaining about took place, you should address your letter to one of the following:

the Chief Executive of the hospital trust,
the Chief Officer of the clinical commissioning group, or
the GP, dentist, or practice complaints lead.

2. Date and location

State where the treatment took place and the date(s) of the incident(s).

3. Details of what happened

Give details of what happened and the relevant dates if the complaint relates to more than one incident. Include names and positions of everyone involved.

If you have very detailed information such as diaries, it is best to summarise your complaint, listing the main points in date order in the letter, and including further background information as enclosures.

If you are unable to recall events as you were undergoing surgery, include any information provided by third parties and explain how they were made aware.

4. Why you are not happy

Explain why you are dissatisfied. If your complaint relates to an operation, for example, you may wish to include whether you were warned of complications, what explanations have been given, and why you are not happy with this.

If you wish to complain about several matters, list the most important first. Include all information you feel will be relevant to your complaint.

5. Questions you would like answered

Compile a list of questions you would like answered. You may want to ask why a particular process was not followed or how a particular issue was missed.

6. What you would like to happen next

Make it clear what you want to achieve as an outcome of your complaint. This could include an apology, a review of current procedures, or reassurance that the same thing will not happen to anyone else. You can also request details of the treatment you have received and ask to meet with staff.

You may wish to request further treatment you feel would put the matter right or ask for an independent clinical review of the treatment you have received.

7. Conclusion

You may wish to conclude the letter in the following style: “I would appreciate it if you would carry out a full investigation into my concerns and provide a full response in accordance with the NHS complaints procedure.”

8. Signatory

If you are complaining on behalf of someone else, they should also sign the letter. If they are unable to do so, such as a child or someone who is incapacitated or has died, then the next of kin should sign.