Thinking about making a complaint?

Making a complaint can feel daunting and scary, and you might be wondering whether it's worth the time and effort. However, if you have problems with an NHS or social care service, you need to resolve these to get the care you need. 

As the local health and social services watchdog for Brighton and Hove, we can give you information on how to resolve issues and if needed to make a complaint, but we cannot provide advice on specific medical centres or treatments.

As the local health and social services watchdog for Brighton and Hove, we can give you information on how to resolve issues and if needed to make a complaint, but we cannot provide advice on specific medical centres or treatments.

Who to complain to?

The contacts for you to complain to are:

  • If your complaint relates to Primary Care (GPs, dentists, opticians or pharmacies), the NHS advise that initial complaints should be made directly to the practice or department manager where possible. If you have already done this, or you prefer not to, you can complain to the NHS Frimley Integrated Care Board (ICB) directly, who handle complaints on behalf of the six ICBs in the South East region.*

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY

Phone number: 0300 561 0290

Email address: Frimleyicb.southeastcomplaints@nhs.net

You can also contact us if you have difficulties with these options.

*The way complaints are handled has recently changed (1st July 2023). Previously, NHS England was responsible for Primary Care complaints, however, now NHS Frimley ICB, who handle complaints on behalf of the six ICBs in the South East region is responsible. 

An acknowledgement to all complaints will be sent as soon as possible.

Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.

Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East  Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.

Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.

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 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. 

POhWER hold the contract for our area. 

Visit POhWER website

Patient Advice Liaison Service 

Patient Advice Liaison Service (PALS) offers confidential advice, support and information on health matters. It provides a point of contact for patients, families and carers.

PALS do not investigate individual complaints but can give you general advice about the NHS complaints procedure.

Contact PALS service