NHS complaints
If you're unhappy with the way the person who has died was cared for and that care was provided by the NHS, you have a right to complain. You should never feel bad about complaining. If you feel your case is justified then you could help your local NHS identify problems with the way it works, address staff training issues and improve standards. You should complain as soon as possible and at first instance that complaint should be to the person or department who provided the direct care.
The NHS constitution
The NHS constitution states that everyone's complaint will be dealt with efficiently, will be promptly investigated and that the person making the complaint will be informed of the outcome of the investigation. It gives you the right to take your case further if you are unhappy with the outcome and it establishes the rules under which compensation may be payable.
How do I complain?
Contact the department you feel you need to complain about. Each NHS department has its own complaints procedures and you should be given a copy of these.
Normally you will be required to put your complaint in writing, which will then be considered locally. If you are unhappy with the outcome you can take the matter to the Parliamentary and Health Service Ombudsman, who will take an independent view of your case.
What should I put in my complaint?
Stick to the facts, stick to the point and say how you felt. Try to avoid hearsay or guessing. If you have times, dates or other evidence then refer to them in your complaint.
If you feel uncomfortable or unable to raise your case in person, you could ask a solicitor to help you. You can find a list of local solicitors using the search bar at the top of this page.
Care home complaints
Most people's experience of care homes is extremely positive but occasionally problems do arise. If you are unhappy about the standard of care the person who has died received in their care home, then you should complain. Your actions could help raise standards and could prevent anyone else experiencing the same problem.
Good organisations welcome complaints. They are an opportunity to learn and improve.
Is the care home registered?
Registered care homes are regulated by the Care Quality Commission. The CQC registers care homes if they meet essential standards. One of those standards is that a complaints procedure exists.
What should I put in my complaint?
Stick to the facts, stick to the point and say how you felt. Try to avoid hearsay or guessing. If you have times, dates or other evidence then refer to them in your complaint.
What will the care home do?
The care home should respond to your complaint swiftly. In most instances, particularly more minor matters, the care home should be given the chance to respond and, if necessary, change its procedures. If the matter is serious and you are concerned the care home is putting people at risk, you should refer it straight to the Care Quality Commission. You do not have to tell the care home you are doing this.
Funeral director complaints
One of the benefits in choosing a funeral director who is part of one of the trade associations (i.e. The National Society of Allied & Independent Funeral Directors (SAIF) or the National Association of Funeral Directors (NAFD) is that each association has codes of conduct its members agree to abide by. This should mean that your complaint is handled in a structured, organised way.
Who should I complain to first?
Your first contact should be with the funeral director who served you. It may be the matter is minor and is easily rectified - or that an apology is all that is required. For more serious matters, a complaint in writing (by letter or e-mail) would be more appropriate, so that both you and the funeral director have a written record of your complaint.
What should I put in my complaint?
Stick to the facts, stick to the point and say how you felt. Try to avoid hearsay or guessing. If you have times, dates or other evidence then refer to them in your complaint.
What will my funeral director do?
If your funeral director is a member of a trade association, he will be bound to consider your complaint swiftly and professionally and respond to you without delay.You can find the specific requirements of the NAFD and the SAIF by clicking the links.
What if I'm unhappy with the response?
If you're not happy with the way your funeral director handles the complaint, or by the outcome of it, you can contact the funeral director's trade association or arbitration scheme. Details are in the above links.