They said this… · Health & NHS

“Only the patient can make an NHS complaint.”

Generally incorrect

A representative can often complain with the patient’s consent, and other rules can allow representation where the patient lacks capacity, has died or cannot act personally.

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Why this answer

What actually matters

  • Provide clear written authority where the patient can consent.
  • Explain the relationship and basis for acting.
  • Expect proportionate identity and confidentiality checks.
  • The patient’s wishes remain central where they can decide.

Important nuance

When the statement may have a point

  • A provider must protect confidential health information.
  • It may restrict disclosure where authority is absent or the representation is unsuitable.

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