If you have a query about NHS procurement, choice or competition, Monitor is happy to speak to you informally or formally. Please call to discuss your situation and available options.
As a patient, healthcare provider, commissioner, patient group, or representative body, you may contact Monitor for informal advice, or to make a formal complaint, about NHS procurement, choice and competition in the NHS.
You can contact Monitor to raise your concerns if you think that:
- an NHS commissioner may have breached or is going to breach the procurement, patient choice and competition regulations
- a licensed healthcare provider may have breached or is going to breach the choice or competition conditions of the provider licence
- a provider of healthcare services in England may be infringing or is about to infringe competition law
- a particular aspect of the healthcare sector in England is not working well for patients
Monitor encourages any person wishing to make a formal complaint to Monitor to first get in touch with us and discuss the complaint.
Types of queries and complaints
You should consider contacting Monitor for informal advice if:
- you have a question about how the procurement, patient choice and competition rules are likely to be applied in certain circumstances
- you are thinking of making a formal complaint to Monitor’s co-operation and competition team
- you wish to discuss whether to request informal advice
- you have any query or concern about any part of patient choice and competition
Anyone may contact Monitor to raise their concerns. A complaint could be made by a healthcare provider, a commissioner, a patient group, a representative body, or an individual patient.
Advice before making a complaint
Monitor encourages any person wishing to make a formal complaint to get in touch first to discuss the complaint.
To do so, please email: firstname.lastname@example.org
Guidance on formal complaints
If you choose to make a formal complaint, Monitor needs certain information to decide whether to investigate the complaint. Therefore, after speaking to us, you may need to send the following details:
- name, address, telephone number and email address of the organisation or person who is making the complaint
- name and job title of anyone authorised to represent the organisation or person making the complaint
- contact details of the organisations or people the complaint is against
- a statement of how the relevant rules have been broken and any supporting evidence
- an explanation of how your business has been affected and/or how people who use healthcare services have been adversely affected
- a description of the services involved
- an outline of the relationship between you and the organisations or people the complaint is against
- a timeline of relevant events
Enquiries, complaints and whistleblowing team
133-155 Waterloo Road
Telephone: 020 3747 0900
Within 3 working days of receiving your complaint, Monitor will be in touch to acknowledge receipt and outline next steps.
Monitor decides whether to investigate complaints on a case by case basis, following the principles outlined in the Enforcement Guidance on the Procurement, Patient Choice and Competition Regulations.