Your right to complain

Most health workers do want to help young people and do all they can to make them feel comfortable when they ask for advice. But occasionally things can go wrong. We want to make sure that if you’re not happy with the way you are treated you know what you can do about it and where else you can go for help and advice.

Anyone who is unhappy with the way they are treated by a health professional has the right to make a complaint.

How to make a complaint

If you are unhappy about the way you have been treated you can complain yourself, or you can ask someone else, such as a member of your family or a friend, to do it for you. The complaint should be made within 6 months.

Advice and support

People making a complaint can get advice and support from the following organisations:

Independent Complaints Advocacy Service (ICAS) (England only). Find out the telephone number for ICAS in your region here.

The Health and Social Services Council for your area (Northern Ireland only):

• Northern Health and Social Services Council
• Southern Health and Social Services Council
• Western Health and Social Services Council
• Eastern Health and Social Services Council

The Community Health Council for your area (Wales only)

In Scotland your local NHS Board can advise on what independent advice and support is available in your area or you can contact Citizen’s Advice

If you are under 16 and want to ensure that your complaint remains confidential please check with the adviser you speak to whether they can guarantee that details of complaint will not be shared with others without your consent.

Making a complaint

It is a good idea to decide at the beginning what you want to achieve. For example, you might want:
• An apology
• An opportunity to tell someone how your felt
• To make sure somebody else is not treated in the same way

There are two main ways to make a complaint:

1. Verbally
You can tell the member of staff what you are unhappy about. They may be able to sort the problem out straight away.

If you would prefer to speak to someone else you can ask to speak to the person in charge of complaints. They should write down the details of your complaint. If the problem cannot be resolved immediately you should receive a written response within four weeks at the most.

2. In writing
You might prefer to complain in writing if you feel very strongly or if you don’t want to talk to anyone about it. There may be a complaints form that you can fill in, or you can hand in or post a letter, or e-mail the NHS organisation involved. There are organisations that can help you make a complaint (see advice and support)

You should receive a written response within four weeks at the most.

If you are not happy with the response to your complaint you are entitled to take your complaint a stage further to be looked at by an independent body. The response to your original complaint should include details of how to take your complaint further.