Time limits

Local Resolution

Acknowledging the complaint

The complaints manager of NHS Trusts has 2 working days to send a written acknowledgement of receiving the complaint.

All complaints to GP practices must be acknowledged in writing within three working days beginning with the day on which the complaint was made or, where that is not possible, as soon as reasonably practicable.

Investigating the complaint

The Trust complaints manager should aim to send a response, including the findings and conclusion to their investigation within 25 working days of receiving the complaint.

Where conciliation is opted for this may extend the timescales beyond 25 working days.

Complaints to GP practices must be properly investigated within 10 working days beginning with the day on which the complaint was received or, where that is not possible, as soon as reasonably practicable.

Local resolution should take no longer than 6 months to complete. If it takes longer then you have the right to refer your case to the Healthcare Commission

Next: Healthcare Commission