top of page
  • Writer's pictureHealthwatch Wokingham

NHS complaints process is changing on 1st July; what does this mean for you?

Everyone has the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.


There are many ways in which you can raise an NHS complaint and one of these ways is changing from 1st July.


What is changing

From 1 July 2023, people across the UK will no longer be able to raise an NHS complaint about GPs, dentists, opticians or pharmacy services (also known as primary care services) directly to NHS England.


Instead, complaints must be raised to the local organisation that pays for services and care you receive locally, also known as a commissioner.


In Wokingham Borough, the local commissioner is the Buckinghamshire, Oxfordshire and Berkshire West Integrated Care Board (BOB ICB). Find out more about BOB ICS here.


If you have an ongoing complaint that was received by NHS England before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England with confirmation of your case handler.


If you have an ongoing complaint received on/after 1 July 2022 will receive a

letter from NHS England informing them that the local commissioner is now handling your complaint with confirmation of your case handler.


What is not changing
  • You can still make a complaint directly to the healthcare provider (where you received the NHS service, such as your dentist, or GP) rather than going through the commissioner.


  • If you would like free, independent and confidential support with your NHS complaint rather than going directly to the commissioner or healthcare provider, you can reach out to us, as our host The Advocacy People, can support you with your NHS complaint from the start.

Click here for more information on making an NHS formal complaint with us.

33 views
bottom of page