Data on Written Complaints in the NHS, 2024-25

A written complaint is one that is made in writing to any member of NHS staff, organisation, NHS England region/Integrated Care Board (ICB), or is originally made orally and subsequently recorded in writing. The NHS organisation must then investigate the complaint and provide a response to the complainant.

KO41a: Is completed with information about written complaints regarding hospital and community health services (HCHS) made by, or on behalf of, patients within each year (in the period 1 April to 31 March).

KO41b: Is completed with information about written complaints regarding GP and Dental practices made by, or on behalf of, patients within each year (in the period 1 April to 31 March).

Resolved: A complaint should be recorded as resolved if it is investigated and either upheld, partially upheld or not upheld.

Upheld: If substantive evidence is found to support the complaint, then the complaint should be recorded as upheld.

Not upheld: If there is no evidence to support any aspects of a complaint made, the complaint should be recorded as not upheld.

Partially upheld: If a complaint is made about several issues and one or more, but not all, are upheld then it should be recorded as partially upheld.