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?
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.
You can complain to the commissioner of the service: this is the organisation that paid for the service or care they received, in this instance, NHS Sussex and their complaints team.
Contact the NHS Sussex Complaints team
NHS Sussex,
Sackville House,
Brooks Close,
Lewes
BN7 2FZ
0300 140 9854 (excluding weekends and bank holidays)
Each complaint that is received will receive an acknowledgement within 3 working days.
If your complaint relates to a hospital or you want support to take your complaint further:
- For hospital complaints contact the Patient Advice & Liaison Service (PALS) who can help you.
- The Parliamentary and Health Service Ombudsman (PHSO) make final decisions on complaints that have not been resolved by the NHS.
NHS Complaints Advocacy
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.
The Advocacy People is delivering the NHS Complaints Advocacy Service locally, providing free, independent advocacy for the people of Brighton and Hove.
How to contact them:
Find service information and referral forms on their website.
0330 440 9000
PO Box 375, Hastings, East Sussex, TN34 9HU
Visit their website for more details.
You can also contact us if you have difficulties with these options.
Share your experiences and feedback with us:
Click here for our Feedback Form
Ask for help or advice using this form:
Click here for our Helpline Form
You can also call us on 01273 234 040 or email [email protected]
* The way complaints are handled has recently changed (6th January 2025).
Previously, NHS Frimley ICB was responsible for Primary Care complaints, however, now NHS Sussex is responsible.
Information governance regulations mean that the emails sent to the old email address after 6th January 2025 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 by NHS Frimley/SECH prior to 6th January 2025 will receive a letter from NHS Frimley/SECH, informing them that the Complaints team based in NHS Sussex, will now be handling their complaint.
Members of the public will still be able to make a complaint to the provider. This is NOT changing.