How quickly should I get a response?

That depends on the provider's complaints procedure, which normally sets out how quickly it will acknowledge and respond. This letter asks for a copy of that procedure.

Can I go to an outside body?

Usually yes, but you normally have to go through the provider's own complaints process first. This letter is that first step, and it asks what the next stage would be.

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Complaint about a healthcare provider

Healthcare providers are expected to have a complaints procedure and to respond to complaints. This letter puts your complaint on record and asks for a reply.

Your details

Full name Street and number

Postcode Town or city

Who are you writing to?

Name of the company or organisation Street and number

Postcode Town or city

Country

About your letter

Date of the incident (optional)What happened? Set out factually what happened, who was present and when.What are you asking for? (optional)For example a meeting, an explanation, an apology, or a change to your treatment.

Preview of your letter

This is exactly what goes on paper.

Full name

Name of the company or organisation

25 July 2026

Re: Complaint about care received

Dear Sir or Madam,

My complaint concerns the following

What I would like to achieve is

I ask you to deal with my complaint under your complaints procedure and to write to me with your findings within the timescale that procedure sets. Please also send me a copy of your complaints procedure and details of any independent complaints advocacy or support available to me.

Yours faithfully,

Full name

Email address We send your confirmation here.Send by recorded deliveryWith proof of posting and proof of delivery.

What to look out for

Stay factual: describe what happened and when, without assumptions or insults.
Ask for a copy of the provider's complaints procedure so you know the timescales and the stages.
Complain reasonably promptly — most complaints procedures set a time limit for raising matters.
Not satisfied with the response? You can usually escalate to an independent ombudsman or to the provider's regulator. Ask, in writing, what the next stage is.
Always ask for a written response, so that you have a record.

FAQ

How quickly should I get a response?: That depends on the provider's complaints procedure, which normally sets out how quickly it will acknowledge and respond. This letter asks for a copy of that procedure.
Can I go to an outside body?: Usually yes, but you normally have to go through the provider's own complaints process first. This letter is that first step, and it asks what the next stage would be.

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