Complaints

How to complain

Write to us through the contact page and include your reference number, what happened and what you would like us to do. You can write in your own language; we will try to reply in it or arrange a translation.

What happens next

We acknowledge your complaint, a person who was not involved in your case reviews it, and we tell you what we found and what we will do. Target response times will be published here after legal review.

Complaints about care

We coordinate care but do not provide it. For a complaint about treatment itself, we will help you raise it with the hospital or clinician concerned, and you may also contact the relevant medical or consumer authority.