Complaints procedure
We take complaints about our work, staff and levels of service seriously. If you are unhappy with something DHSC has done, you can make a formal complaint.
Check if DHSC is the right department to contact
DHSC only handles complaints about its own work, staff and levels of service.
We cannot investigate complaints about health or social care services provided by other organisations, and DHSC ministers cannot intervene in, or comment on, individual cases.
Complaints about health and social care services
For complaints about:
- NHS services, including hospitals, GP practices, dentists, pharmacies or mental health services, see feedback and complaints about NHS services
- NHS penalty charges, Vaccine Damage Payment Scheme payments and help with health costs, contact the NHS Business Services Authority
- adult social care services, contact the Local Government and Social Care Ombudsman
- children’s social care services, contact the Department for Education
Making a complaint about DHSC
What information we’ll need from you
To help us investigate your complaint, include:
- a clear, detailed description of what your complaint is about
- copies of any letters or emails related to the complaint
- a correspondence case reference number, if you have it
- your email address or postal address (so we can reply)
How to make your complaint
You can make a complaint about DHSC by using our online form.
We aim to respond within 20 working days.
We may not respond if your complaint:
- contains offensive language
- does not clearly explain your enquiry or concern
- only shares information or feedback that doesn’t require a response
- has already been answered in a previous reply to you
- is selling or promoting a product
What happens next
We will email you to confirm we have received your complaint.
Our complaints process has 3 stages:
- stage 1 - the team leader of the individual or team you’re complaining about will investigate your complaint and aim to respond within 20 working days
- stage 2 - a senior manager responsible for that team will investigate your complaint and aim to respond within 20 working days
- stage 3 - a senior manager who is independent of the team involved will investigate your complaint and aim to respond within 20 working days
What to do if you’re not satisfied
At each stage, we’ll explain how to escalate your complaint if you’re unhappy with the response.
If you’re still not satisfied with the outcome after stage 3, you can ask your local MP to refer your complaint to the Parliamentary and Health Service Ombudsman. You cannot contact the ombudsman directly.
The ombudsman investigates complaints about government departments and other public bodies that may not have acted properly or fairly, or have provided a poor service.
Appealing an ombudsman decision
If you’re unhappy with the ombudsman’s decision, you can appeal directly to the ombudsman.