When to complain formally
Complain formally when:
- A GP has breached your rights or NHS guidance.
- A pattern of poor care affects your health.
- An informal conversation has not resolved the issue.
- You need a documented record for a future claim or tribunal.
A formal complaint is not the same as a bad review — it triggers legal obligations on the practice to investigate and respond.
How to write the complaint
Write to the practice manager (not the GP you are complaining about). Email is fine; post with proof of delivery is stronger. Your letter should be factual, concise, and specific.
Avoid emotion and stick to:
- What happened (date, time, location).
- Who was involved (names and roles).
- What should have happened (NHS guideline, your legal right, standard practice).
- What went wrong (the specific breach or failure).
- What outcome you want (apology, training, policy change, referral, investigation).
What to include
A strong complaint letter includes:
- Your details. Name, address, DOB, NHS number, phone/email.
- Clear subject line. "Formal complaint under the NHS complaints procedure — [brief description]"
- Chronology. Dates and events in order.
- Evidence. Appointment cards, emails, test results, guideline references.
- Legal or guideline basis. Cite the NHS Constitution, NICE guideline, or GMC standard that was breached.
- Requested outcome. Be specific — "I would like an apology, a review of the practice's referral policy, and referral to [specialist]."
Response timelines
NHS complaints rules:
- Acknowledgement: Within 3 working days of receipt.
- Investigation and response: Within 10 working days, or the practice must explain the delay and give a new date.
- Meeting offer: The practice should offer to discuss the complaint with you.
If the practice misses these deadlines without explanation, that is itself a failure and grounds for escalation.
How to escalate
If the practice response is inadequate:
- Stage 2 — ICB. Escalate to your Integrated Care Board. They must investigate independently.
- PHSO. If the ICB does not resolve the issue, the Parliamentary and Health Service Ombudsman can investigate. There is a 12-month time limit from when you first knew about the problem.
When to involve the GMC
The General Medical Council regulates individual doctors. Involve the GMC only for serious concerns about a doctor's fitness to practise:
- Serious or repeated clinical errors.
- Dishonesty or fraud.
- Discrimination or abuse.
- Sexual misconduct.
- Working while impaired by drugs or alcohol.
The GMC does not handle service complaints (waits, rudeness, lost records) — those go through the NHS complaints process.
Frequently asked questions
›How do I make a formal complaint about my GP?
Write to the practice manager at your GP surgery. Set out what happened, when, who was involved, what guideline or right was breached, and what outcome you want. The practice must acknowledge within 3 working days and respond within 10 working days (or give a reason for delay).
›What is the difference between a complaint and a GMC complaint?
A practice complaint is about service failure — long waits, rude staff, refusal to refer, lost records. A GMC complaint is about a specific doctor's fitness to practise — serious clinical errors, dishonesty, sexual misconduct, or discrimination. GMC complaints are for serious matters only.
›What if the practice does not respond to my complaint?
If the practice does not respond within 10 working days (or does not give a valid reason for delay), escalate to your Integrated Care Board (ICB). The ICB must investigate.
›Can I get compensation from a GP complaint?
The NHS complaints process does not award compensation. For compensation, you need a clinical negligence claim through NHS Resolution or a solicitor. However, a well-documented complaint strengthens any later claim by creating a contemporaneous record.
›Will complaining affect my care?
No. It is illegal for a practice to discriminate against you for making a complaint. If you feel your care changes after complaining, document this and escalate — retaliatory treatment is a serious matter.