Changes to how you make an NHS complaint

From 1 July, the NHS complaints procedure is changing - Here’s what residents of Brent need to know.

The NHS has made some changes to how you can complain about primary services such as GPs, dentists, opticians, and pharmacy services. Starting from 1 July, if you want to make a complaint about primary care services, you now need to contact the North West London Integrated Care System directly, instead of NHS England.

There are two options available if you want to raise concerns about your experience with primary care.

  • You can complain directly to the healthcare service provider by following their complaints policy - usually this means writing to the Practice Manager. 
  • Alternatively, you can complain directly to the commissioner of the service, who paid for the care or services you received. In Brent this is the North West London Integrated Care System (ICS). 

If you want to complain to the ICS, you can:

  • Phone the automated line at 020 3350 4567 and leave a message requesting a call back.
  • Email
  • Write directly to NHS North West London at: Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD

Changes to ongoing complaints

These changes also affect ongoing open complaints. If you sent in your complaint on or after 1 July 2022, you will receive a letter from NHS England telling you that NHS North West London is now taking care of your complaint. You will also be notified about who is now handling your case.

If you lodged your complaint before 1 July 2022,  you will receive a letter from NHS England letting you know that they're keeping hold of your complaint, with more details on the handling procedure.

Our position

We want service providers and commissioners to learn from complaints and improve how they deliver their services. Improving primary care services is an effort that involves action at the local level and purposeful coordination between all actors involved, and we believe this new system will benefit all.

We know that navigating the NHS Complaints System may be difficult, so don't hesitate to get in touch if you need any more information or support. 

You can also find more information at: NW London NHS