Complaints aren’t just a paperwork burden—they’re an opportunity. Handling them effectively strengthens trust, improves services, and protects patient safety. In the UK, both NHS and private healthcare providers must follow clear principles and guidance when managing complaints.
Why Complaints Matter
Over the past 15 years, ISCAS—the primary independent adjudicator for private patient complaints—has reviewed thousands of cases. From these, we’ve developed practical Hints and Tips for healthcare organisations, helping turn complaints into actionable learning.
We are not alone in our quest to learn from complaints.
Key Developments highlighting complaints – in UK Healthcare
- DHSC Patient Safety Review (July 2025): Highlights complaint volumes and common themes.
- Government White Paper “Fit for the Future” (July 2025): Commits to reforming the NHS complaints process and improving response times.
- Healthwatch England (Jan 2025): Finds many patients do not submit complaints, and dissatisfaction remains high among those who do; recommends mandatory complaints metrics.
- Parliamentary & Health Service Ombudsman (2024–25 Annual Report): Provides a national dataset and decisions on referred complaints.
- ISCAS Annual Report (2024–25): Identifies recurring themes and outcomes for private healthcare complaints.
- Independent Reviews (2024–25): Including the Leng Review and specialist surveys, highlight complaints as a key learning tool.
Turning Feedback into Improvement
Complaints are more than a statutory obligation—they’re intelligence. By responding promptly, investigating thoroughly, and embedding lessons into practice, healthcare providers can demonstrate transparency, accountability, and a genuine commitment to patient care.