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Support and help

Free information and support for people making an NHS complaint

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What is this service?

What we offer

Self-help toolkit

On the webpages at voiceability.org/nhscomplaints we offer information to help people make a complaint independently. Our toolkit is also available in print or PDF, in standard and Easy Read formats. To get a copy, call us on 0300 303 1600 or email helpline@voiceability.org with the name and address of the person who’ll be making the complaint.

On request, we can also send these resources: 

  • a guide and template for writing a complaint letter 

  • a log sheet for tracking the progress of a complaint 

  • a consent form for complaining on behalf of someone else

    NHS complaints advocacy

If someone needs help at any point in the complaints process, they have the right to free and confidential support from an independent advocate.

An advocate can help people to: 

  1. know and access their rights when making a complaint 

  2. identify the issues they want to complain about  work out what they want to achieve from making their complaint 

  3. write a complaint letter and send it to the right people 

  4. understand the response they get and what to do next 

  5. prepare for local resolution meetings, and accompany them if needed 

  6. take their complaint to the Parliamentary and Health Service Ombudsman

An advocate cannot make a complaint on someone’s behalf, but will empower the person to do as much as they can independently. Support from an advocate can help people achieve a successful local resolution.

If you think advocacy would help someone you’re supporting, you can signpost them to our webpages at voiceability.org/nhsca.

You can refer someone for NHS complaints advocacy if you have their permission, or they can refer themselves, in the following ways:

Online referral form: voiceability.org/make-a-referral Freephone: 0300 303 1660

Email: helpline@voiceability.org

If you’re unsure whether to refer, contact us on 0300 303 1660

Good to know

Location

Voiceability

Location

Unit 1, The Old Granary
Westwick

Oakington

Cambridge

CB24 3AR

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Date and time

Every Monday 09:0017:00

Every Tuesday 09:0017:00

Every Wednesday 09:0017:00

Every Thursday 09:0017:00

Every Friday 09:0017:00

Holiday opening hours

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