Something went wrong with my care
Providers must be open with you when things go wrong. You have the right to complain, get a proper answer, and escalate if you're not satisfied.
The interactive version is available in 6 languages and Easy Read. It includes a ready-made letter you can fill in.
Your rights
- To be told honestly when a notifiable safety incident affected you, with an apology and support (the duty of candour).
- To have your complaint acknowledged and properly investigated.
- To escalate to an independent Ombudsman if you're unhappy with the outcome.
- To make a claim through the courts if you were harmed by negligence (strict time limits apply).
What to do next
- Write down what happened, the dates and the names, while you remember them.
- Complain within 12 months of the event or of when you found out. This can be extended in some cases.
- Free advocacy is available. Ask your council who provides NHS complaints advocacy.
- Use the complaints path below if you're not satisfied with the response.
Say this
“I'm making a formal complaint under the 2009 Complaints Regulations. Please acknowledge it and confirm how it will be investigated.”
The law behind it (England)
- Health and Social Care Act 2008 (Regulated Activities) Regulations 2014Reg.20 duty of candour, Reg.16 complaints
- NHS & Social Services Complaints (England) Regulations 200912-month time limit, investigation duties
- NHS Constitution for Englandright to complain and have it investigated
Elsewhere in the UK
- Scotland
- In Scotland, the Patient Rights (Scotland) Act 2011 applies, and you escalate to the Scottish Public Services Ombudsman.
- Wales
- In Wales, 'Putting Things Right' applies, and you escalate to the Public Services Ombudsman for Wales.
- Northern Ireland
- In Northern Ireland, you complain to the Trust and escalate to the NI Public Services Ombudsman.
Easy Read
What you need to know
- Sometimes care goes wrong.
- Services must tell you the truth and say sorry.
- You can make a complaint.
- Try to complain within 12 months.
What you can do
- Write down what happened and when.
- Use our complaint letter.
- You can get a free advocate to help.
Last reviewed: November 2026. This is general information, not legal advice. How we check our information.