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Making a complaint – FAQs

Who can complain?

Anyone who is receiving or has received NHS treatment or services can complain. You can complain if you are or may be affected by an action or decision made by the ICB. You can also complain on behalf of someone else if the patient:

  • has died
  • is a child
  • is unable by reason of physical or mental incapacity to make the complaint themselves;
  • has requested the representative to act on their behalf (a representative may include a parent, guardian, relative, civil partner or a friend. In these cases, consent will be required from the patient).


We want to make sure that patients/families with disabilities are not disadvantaged when they make a complaint. For this reason, we will consider requests for reasonable adjustments depending on an individual’s needs. If appropriate for you, please advise whether you would like to request adjustments which may include:

  • using larger print, extra line spacing, or a specific colour contrast; having an ‘easy read’ version of the complaint process or decisions; or using the telephone rather than written communication for visually impaired people
  • giving more time than usual to provide information or comments on a complaint
  • other adjustments specific to your particular condition


How long have I got to make a complaint?

  • You should normally complain within 12 months of an event happening or within 12 months of becoming aware that you have something to complain about.


What will happen?

NHS Coventry and Warwickshire ICB will process and investigate your complaint.

  • We will keep you updated on progress
  • We will respond to your complaint, share our outcomes and learning and will try to resolve your concerns.


What difference will my complaint make?

All complaints received will be reviewed by the CCG to see what lessons we can learn from them and where future improvements can be made to services. We understand that patient opinion is crucial towards understanding patient experiences and satisfaction. For more information about NHS complaints and what support is available to help you make a complaint, visit the NHS choices website at