Making a complaint - FAQ

Who can complain?
Anyone who is receiving or has received NHS treatment or services can complain. You can complain if you are or may be affected by an action or decision made by the CCG. You can also complain on behalf of someone else if the patient:

  • has died
  • Is a child
  • is unable by reason of physical or mental incapacity to make the complaint themselves;
  • has requested the representative to act on their behalf (a representative may include a parent, guardian, relative, civil partner or a friend. In these cases, consent will be required from the patient).

How long have I got to make a complaint?
You should normally complain within 12 months of an event happening or within 12 months of becoming aware that you have something to complain about.

What will happen?
NHS Coventry and Rugby CCG will process and investigate your complaint. 

  • We will keep you updated on progress
  • We will respond to your complaint, share our outcomes and learning and will try to resolve your concerns. 

Due to the current NHS response to COVID-19, we are currently unable to respond to complaints within our usual 25 working day timescale. We will be working within the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, which allow a period of 6 months to respond to a complaint. We will of course aim to respond sooner wherever possible. Thank you for your understanding at this time.

What if I am still unhappy following the response to my complaint?
If you are not satisfied with our response you must write to us stating the reasons why you are dissatisfied. We will arrange to review and provide a further response to your complaint, unless agreed otherwise.

You have the right to take your complaint to the Parliamentary and Health Service Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. You can contact the Parliamentary and Health Service Ombudsman at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Telephone: 0345 015 4033

What difference will my complaint make?
All complaints received will be reviewed by the CCG to see what lessons we can learn from them and where future improvements can be made to services. We understand that patient opinion is crucial towards understanding patient experiences and satisfaction. For more information about NHS complaints and what support is available to help you make a complaint, visit the NHS choices website at

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