Steps to Making a Complaint

NHS Complaints Process

Since April 2009, the NHS complaints process has had two stages.

Stage 1: Local Resolution

Local Resolution is important because it gives you an opportunity to explain what you are unhappy about and what you would like to happen. This may be an explanation of what when wrong, an apology or improvements to current practices and procedures. The aim of the NHS Complaints Procedure is to resolve issues at a local level where possible and many complaints are resolved at this stage.

Stage 2: The Health Service Ombudsman

If after progressing through stage 1 of the complaints procedure you are still unhappy with how your complaint has been dealt with you can refer the matter to the Parliamentary and Health Service Ombudsman, which is independent of the NHS and government.  If you would like more information about the Health Service Ombudsman you can visit their website. Parliamentary and Health Ombudsman.

Who can help?

Patient Advice and Liaison Service.

Officers from the Patient Advice and Liaison Service (PALS) are available in all hospitals. They offer confidential advice, support and information on health-related matters to patients, their families and their carers. They can help you to sort out any concerns you may have about the care and services hospitals provide. For more information on PALS in York you can visit their website. PALS.

You can contact PALS on 01904 726262 or email  or write to: PALS, York Teaching Hospital NHS Foundation Trust, Freepost, NEA 11112, York, YO30 7ZZ.

NHS Complaints Advocacy Service

From April 1 2013, local authorities have a statutory duty to commission independent advocacy services to provide support for people making, or thinking of making, a complaint about their NHS care or treatment. If you are resident in the City of York this will be York Advocacy.

Citizens Advice Bureau

Your local Citizens Advice Bureau can give you advice and support if you want to complain about the NHS, social services or local authorities. For information on York CAB’s opening times and contact details visit their website. York CAB.

York Advocacy will continue to develop information available on this site to guide people through the process of making a complaint.