Knowing how to make a complaint

Making a complaint can be a daunting task, so knowing who you can complain to and what to do is essential. 

We can help you. We've worked with Healthwatch England to produce straightforward advice will guide you through the process from knowing who to talk to, top tips on what to do and what you can expect from services in response. 

Read our complaints advice

Complaints advocacy (support with complaints about NHS services)

Every area of England has an independent NHS complaints advocacy service funded by the local authority. They can help you make a complaint about an NHS service or work out what you want to achieve from a complaint.

In Bradford, the Independent Complaints Advocacy Team services is provided by Vital.

Completely independent from the NHS, the service is funded by the local authority. It is a citizen's statutory right to have advocacy support in making NHS complaints. The service is free and confidential and works under your instruction only.

Click here for more information

01274 770118

hello@vitalprojects.org.uk 

Ombudsman

The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England.

What to do before you contact the Ombudsman

Private health care

If you want to complain about private health care you have received, you won't be able to use the NHS complaints system, unless the NHS commissioned the private service on your behalf and are paying for it (in this case, you can follow the steps above relating to NHS services).

If you have a complaint about the private health care you are receiving, you should ask for the complaints procedure of the private provider. Private hospitals, care homes and other private health care providers will all have their own complaints procedure and policy.

Social care

You can make a complaint to Bradford Council about adult social care or children's social care.

complaints online form 

complaints.officer@bradford.gov.uk 

Complaints Unit: 01274 436820 

FREEPOST BRADFORD COUNCIL (write "Complaints Unit" on the back of the envelope)

What to do if you have a problem with Social Care Services if you are a child or young person

The Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman (LGSCO) is an independent person appointed by Parliament who investigates complaints against Councils and other organisations. In most cases they would only considerate investigating complaints that have previously been looked into through the council complaints procedure.

If you remain dissatisfied with the outcome of your complaint after exhausting the Complaints Procedures or think that the complaint has not been dealt with properly then you can contact:

The Local Government and Social Care Ombudsman, PO Box 4771, Coventry CV4 0EH

0300 061 0614 

www.lgo.org.uk

Private social care

If you are receiving private social care, this usually means you are receiving your care in one of these two ways:

  • You have arranged for your own care yourself and you pay for it yourself.
  • You have arranged for your own care yourself and you receive a direct payment to pay for it from the local authority.

If you have a complaint about the care you are receiving in these situations, you can ask for the complaints procedure of the private provider. The procedure and policy will tell you how to make a complaint.

Private care homes and other private social care providers will all have their own complaints procedure and policy. There is no one process for each private provider, so you will need to find out the specific complaints procedure of your provider and follow it.