Find Out More About The Health Service Ombudsman

ombudsman logoIf you have already made a complaint to the relevant NHS service but are not satisfied with their response, you can take your complaint to the Parliamentary and Health Service Ombudsman (PHSO). This is called Stage 2 of the NHS Complaints process.

The Ombudsman is completely independent. They will look at all the facts that you give them and may speak to you and the service directly if they need extra information.

Each complaint is different so they will decide what to do in every case. They may decide that the service involved have already resolved the complaint in the best possible way. The Ombudsman will explain why they have made this decision.

If the Ombudsman agrees that more needs to be done, they will work with the service to agree a way forward.

In a small number of cases, the Ombudsman might need to do a full investigation. This can take up to a year but usually takes much less time than this. If they find that the NHS service have done something wrong, they will agree with the service what they need to do to rectify the situation. This might be giving you an apology, paying you compensation or making changes to stop mistakes from happening again.

Remember, you can only take your complaint to the Ombudsman if you have already complained directly to the service and are not satisfied with their response.

If you have not already complained, download our Self Help guide to get you started.

How to make a Complaint to the Ombudsman

You can now make a complaint to the Ombudsman online.

Or you can contact them directly.

  • Call our Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday.
  • Send a text to our ‘call back’ service: 07624 813 005
  • Dial our textphone (minicom): 0300 061 4298