The legal framework
NHS Wales complaints are governed by the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011, known as Putting Things Right. Guidance is published on gov.wales.
How to raise a concern
- Write to the Concerns Team at the Health Board or Trust responsible.
- Include: dates, staff involved, what happened, what outcome you are seeking.
- Raise within 12 months of the event or of becoming aware of it.
How investigation works
The Health Board acknowledges the concern, investigates, and provides a written response. Where clinical negligence up to the Redress value threshold is possible, the Redress arm can offer a financial remedy without court.
Escalation to PSOW
If you remain dissatisfied, escalate to the Public Services Ombudsman for Wales (PSOW). PSOW has its own rules and eligibility (broadly: you must have completed the local process first; there are time limits).
Contrast with England
- England uses the NHS Complaints Regulations 2009 and escalation to the Parliamentary and Health Service Ombudsman (PHSO). Wales uses Putting Things Right and PSOW.
- Wales combines complaints and low-value clinical negligence redress in one process; England does not.
- Do not use English forms, templates or PHSO for a Welsh complaint.
Draft the letter
Our assessment produces a formal, cited concerns letter in the Putting Things Right format for your Welsh Health Board.
Frequently asked questions
What is 'Putting Things Right'?
Putting Things Right is the statutory NHS Wales complaints and concerns procedure set out in the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011. It combines complaints, incident investigation and, where clinical negligence up to a value threshold is possible, a Redress element.
How long do I have to raise a concern?
Normally within 12 months of the event or of becoming aware of it. Health boards can accept later concerns where there is a good reason.
Who investigates?
The Health Board or Trust concerned investigates in the first instance. If you remain dissatisfied you can escalate to the Public Services Ombudsman for Wales (PSOW).
Is PSOW the same as PHSO?
No. PHSO covers England. Wales has its own ombudsman, PSOW, with different rules, remits and forms. Use PSOW for NHS Wales.
Can I claim compensation?
For low-value clinical negligence claims, the Redress arm of Putting Things Right can offer a financial remedy without going to court. For larger claims you may need legal advice.
General information and document drafting, not legal advice. Finally Seen is not affiliated with NHS Wales or PSOW. Check current guidance at gov.wales and ombudsman.wales before sending.