It’s time to fix the NHS complaints process

Written complaints in the NHS reached a record high in 2024. This report finds that low public confidence is preventing people from taking any action after experiencing poor care, meaning that current complaints numbers could just be the tip of the iceberg. There is also little evidence that complaints are being systematically used to improve care. The report states that action is needed to: make the complaints process easier for patients and their families to navigate; monitor and improve the performance of organisations that handle complaints; and develop a culture of listening to and learning from complaints.