Making a complaint

Tips on making a complaint

To make a complaint to the Integrated Care Board please fill out the online form on our contact us page.

Please explain your complaint clearly – What happened? Who was involved? When did it happen? Where did it happen? Why weren’t you happy?

Decide what you want to achieve – tell us what you want us to do to correct the mistake. For example, you might want an apology.

Keep your complaint clear and short so the main points stand out.

Include important information such as key dates and names.

Primary care complaints

There are two ways you can make a complaint about primary care (GPs, dentists, opticians or pharmacy) services:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery. Details about how you can do this will be available through the providers website or customer service team.
• You can also complain to the ICB as commissioner for these services. You can do this by contacting us using the details on our contact us page.

 

You are encouraged to contact your primary care provider about a complaint in the first instance. The process to do this is not changing.

Management of Compliments, General Enquiries and Complaints Policy

This policy below describes arrangements the ICB has in place for the management of compliments, general enquiries and complaints.

ICB Management of Complaints, Compliments and General Enquiries

Accessible information

Below is a video, which uses British Sign Language (BSL), about tips on making a complaint to the NHS in England. The video is from the Parliamentary and Health Service Ombudsman.

Please note that if you have a complaint about the NHS in Bristol, North Somerset and South Gloucestershire ICB, in the first instance you should contact our Customer Services Team, using our online form.

 

 

Below is a video with advice for people with a learning disability on making a complaint to the NHS in England. The video is from the Parliamentary and Health Service Ombudsman.