They said this… · Health & NHS

“There is no fixed response deadline, so the NHS complaint can take as long as necessary.”

Generally incorrect

The regulations do not impose one universal completion period, but the organisation should agree or explain a response period, keep the complainant informed and act efficiently.

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Why this answer

What actually matters

  • Ask for a written investigation plan and target date.
  • Request meaningful updates where the date slips.
  • Identify urgent or time-sensitive issues.
  • Record unexplained inactivity as a separate handling concern.

Important nuance

When the statement may have a point

  • Complex clinical investigations can reasonably take longer.
  • Speed should not replace a fair and evidence-based investigation.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Medical records and relevant correspondence
  • A dated chronology of the care and complaint
  • Names or roles of the people involved
  • The outcome sought and the effect of the alleged failure

If they still refuse

Move the dispute forward.

  1. Use the correct local NHS complaint route and keep clinical concerns distinct from complaint-handling failures.
  2. Ask for a reasoned response to each defined issue and preserve limitation dates for any separate legal route.
  3. For English NHS complaints, consider PSO after local resolution; other UK nations use different ombudsman arrangements.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Health & NHSRead the full guide.Hospital and clinic complaintsRead the full guide.Clinical negligence or complaintRead the full guide.

Official sources

Check the rules behind this statement.

Local Authority Social Services and NHS Complaints Regulations 2009legislation.gov.uk · checked 19 Sep 2026Complaint StandardsPublic Service Ombudsman · checked 19 Sep 2026