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Step by step guide to making a complaint

This is a step by step guide to help you to make an NHS/social care complaint. It will help you to decide what issues you want to complain about, and explains your options at each stage of the complaints process. The guide also includes links to further information.

If at any stage you would like help to make a complaint you are able to contact ICAS .

Step 1: Deciding what you are unhappy about

This section will help you to think about the issues that you want to complain about.

Step 2 – Deciding what you want to achieve

This section explains what can and cannot be achieved as a result of making a complaint to help you to decide what outcomes you would like to achieve.

Step 3 – Deciding how you want to raise your concerns

This section explains what your options are for raising your concerns, including alternatives to making a formal complaint, if you are unsure about whether you want to do this.

Step 4 – Making a complaint: Local resolution

There are two stages to the health and social care complaints procedure, the first is local resolution and the second is to refer the complaint to the Ombudsman.

Stage 1 - local resolution

This section explains how local resolution works and what to expect when you make a complaint. It covers:

Step 5: Making a complaint: The Ombudsman

This section explains the role of the Ombudsman and what to expect when you refer your complaint. It covers:

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