You have the right to make a complaint about any aspect of NHS care, treatment or service. This is written into the NHS Constitution on GOV.UK. 

From 1 July 2023, the way members of the public make a complaint about Primary Care services to the commissioner is changing.  

By primary care services we mean GPs, dentists, opticians, and pharmacy services. 

There are two ways you can make a complaint: 

• You can complain to the healthcare provider. This is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   
  
• You can complain to the commissioner of the service. This is the organisation that paid for the service or care you received. 

After 1 July 2023 if you want to make a complaint about Primary Care services to the commissioner you will need to contact Norfolk and Waveney Integrated Care Board instead of NHS England. 

You can do this by: 

• Telephone: 01603 595857
• Email: nwicb.complaintsservice@nhs.net
• Post: NHS Norfolk and Waveney ICB, County Hall, Martineau Lane, Norwich, NR1 2DH  

If you want to make a complaint directly to the provider of the primary care service, you still can. That does not change on the 1 July 2023. 

Have you got an ongoing complaint?

If you have an ongoing complaint received on/after 1 July 2022 (this is the date that Integrated Care Boards were incorporated): you will receive a letter from NHS England informing you that the ICB is now handling your complaint with confirmation of your case handler. 

If you have any ongoing complaints received before 1 July 2022: you will receive a letter from NHS England informing you that your complaint is being retained by NHS England with confirmation of your case handler. 

For more information view the ICB’s Complaints webpage. This includes details for making complaints and enquiries to both NHS England, and Norfolk and Waveney ICB.