The way you make a complaint about some NHS services has changed
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner changed.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are now two ways you can make a complaint:
- 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.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint to the commissioner of primary care services in Bristol, North Somerset and South Gloucestershire, you will now contact Bristol, North Somerset and South Gloucestershire Integrated Care Board instead of NHS England.
You can do this by:
- Using their online form
- Calling 0117 900 2655 or 0800 073 0907 (freephone)
- E-mailing bnssg.customerservice@nhs.net
- Writing to Customer Services Team, NHS Bristol, North Somerset and South Gloucestershire ICB, 360 Bristol – Three Six Zero, Marlborough Street, Bristol, BS1 3NX.
You are encouraged to contact your primary care provider about a complaint in the first instance. The process to do this is not changing.
If your complaint cannot be resolved, you can contact the ICB.
Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.
Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
If you have any queries, please contact bnssg.customerservice@nhs.net.
Find out more about how to feedback or make a complaint about an NHS service
