Complaints and feedback
If something has gone wrong, tell us. Most problems can be put right quickly. If not, an independent body can look at it.
How to complain
Tell the LHS
Our complaints process is the first stage. It is free, accessible and independent of the team you are complaining about (LHS Act 2026, section 6C(a)). Use the complaints contact details on our contact page, or ask any member of staff to help you.
We look into it
We will keep you informed and tell you what we find. If you have been harmed by your care, we have a duty to tell you what happened, apologise, and explain what we are doing to stop it happening again (Patient Safety and Candour Act 2026, section 2A). An apology is not an admission of legal liability (section 1B(c)), and it does not stop you taking other action.
Go to the Health Ombudsman
If you are not happy with our answer, or the matter is serious, you can take it to the Health Ombudsman (LHS Act 2026, section 6C(b)). The Ombudsman usually expects us to have had a reasonable chance to sort it out first, but can take a complaint straight away if it is urgent, you are vulnerable, or safety is at risk (Patient Safety and Candour Act 2026, section 4B(a)). You do not need a lawyer and help is free (section 4A(d)).
Complaints about the LHS itself
We are never the final decision-maker on a complaint about our own Board, our Chief Executive, or a failure across the whole service. Those go to an independent body (LHS Act 2026, section 6C(c)).
Other independent bodies
- Health Ombudsman
Looks at complaints about clinical care and patient safety duties. Can investigate, recommend action and publish anonymised decisions, but cannot award damages or stop you going to court.
Set up by: Patient Safety and Candour Act 2026, Article 4
- Health Information Commissioner
An independent office that audits the Health Identity and Interoperability Act, investigates complaints, for example about your Health ID or the patient index, and reports to Parliament.
Set up by: Health Identity and Interoperability Act 2026, sections 3B(c) and 8C
- Data Protection Commissioner, within the Digital Rights Commission
Handles complaints about how your personal data is used. Complaining is free. The Commissioner sits within the Linkslandic Digital Rights Commission but decides cases independently.
Set up by: Data Protection Act 2026, sections 8A and 9A
- Digital Rights Commission
Takes complaints about discrimination, digital rights or data practices involving clinical algorithms.
Set up by: Clinical Algorithms and Automated Care Act 2026, section 9A(a)
- Equity Commission
Investigates complaints of discrimination and audits institutions under the Unity and Equality Act 2025.
Set up by: Unity and Equality Act 2025, section 7A
Report a safety concern
Anyone can report an error, a hazard or a near miss to our confidential patient safety reporting system, including problems with clinical software (Patient Safety and Candour Act 2026, section 3A). Staff who report in good faith are protected from retaliation (section 6A).
Feedback and compliments
Good news helps too. Tell us what went well using the general contact details on our contact page.