This snapshot, taken on 07/04/2010, shows web content selected for preservation by The National Archives. External links, forms and search boxes may not work in archived websites.
Legislation and guidance relating to the new NHS complaints procedure. The previous legislation and guidance is available as a historical record. There is also information on how to complain for members of the public as well as on the process of reform and training for NHS staff.
The Department of Health does not investigate individual complaints - these must be pursued using the NHS complaints procedure.
Information on the NHS and adult social care complaints regulations, which have been revised with effect from 1 April 2009, following the White Paper commitment to develop a single comprehensive complaints procedure across health and social care by 2009.
The guide Listening, responding, improving: a guide to better customer care has been developed to help complaints professionals work with colleagues to make their organisations better at listening, responding and learning from people’s experiences.
Additional advice sheets for complaints professionals have also been produced covering: investigating complaints, joint complaints that involve more than one organisation and dealing with serious complaints that have safety implications.
Previous legislation and guidance on the complaints procedure documents on NHS complaints policy published since its introduction in April 1996.
Background information, including links to all the relevant documents, on the process of reform to date.
