Complaining about NHS care in Wales

Which complaints process applies?

The NHS complaints, incidents and redress process in Wales is called Listening to People. It came into effect on 1 April 2026 and replaced the previous process, Putting Things Right, for new concerns.

Where does an NHS complaint normally start?

A concern can often be raised with the staff or service involved in the care. If that does not resolve the issue, or speaking directly to the service is not appropriate, the concern can be raised through the complaints arrangements for the relevant NHS organisation or provider.

A complaint can cover more than an allegation of medical negligence. People may want an explanation of what happened, an apology, information about an investigation, action to prevent the same problem happening again, or answers about how care was provided.

Listening to People is not limited to treatment in an NHS hospital. The framework covers NHS-funded care and can include concerns involving GPs, dentists, pharmacists, opticians and independent providers delivering care under NHS arrangements.

What happens after a concern is raised?

Listening to People uses a two-stage approach. The first stage focuses on listening to the person raising the concern and seeing whether the issue can be resolved early. If early resolution is not suitable or does not resolve the concern, the matter can move to a formal investigation.

At the start of the process, the NHS organisation must offer a listening discussion. This can take place face to face, by telephone or by video. It is intended to give the person raising the concern an opportunity to explain what happened, the effect it has had and what questions or outcomes matter to them.

How long is there to raise an NHS complaint?

The general NHS complaints period in Wales is 12 months from the event, or from when the person first became aware of the issue. A complaint may sometimes still be considered after that period where there is a good reason for the delay.

Can someone help with the complaint for free?

Yes. Llais provides free, independent complaints advocacy for people raising concerns about NHS-funded care in Wales. Its advocates can explain the process, help someone organise their concerns and support them in communicating with the NHS.

Llais is independent of the NHS. It does not investigate the complaint or decide whether the care was negligent.

What if the NHS response does not resolve the complaint?

The Public Services Ombudsman for Wales can consider complaints about care and treatment provided by, or funded by, the NHS in Wales. The Ombudsman will normally expect the relevant NHS complaint process to have been used first.

The Ombudsman is independent of the NHS and Welsh Government. Its role is to investigate complaints within its jurisdiction and consider whether a public body has got something wrong. It is not a court deciding a clinical negligence claim.

Can an NHS complaint lead to redress?

In some cases a formal investigation may identify that the redress arrangements need to be considered. NHS Wales can investigate whether there is a qualifying legal liability and, where the scheme applies, redress can include practical steps and may include financial compensation.