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Complaints policy

From 1 April 2009, there is a single approach to dealing with complaints. It gives organisations the flexibility they need to deal with complaints effectively. It also encourages a culture that seeks and then uses people’s experiences to make services more effective, personal and safe.

Over 90 health and social care organisations have tested the new approach for dealing with complaints. To help other NHS and social care organisations implement the new system a range of support is in place.  

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