Receiving, recording and handing over complaints

A complaint does not need to arrive as a formal letter. It can be raised in person, by phone, in writing, by email, through a web form, in an online review, via a representative or during a routine conversation.

Support staff should treat expressions of dissatisfaction seriously, particularly when the person wants a response, says they are unhappy with care or service, asks for a remedy, alleges poor conduct or raises a possible safety, data or confidentiality issue.

What to record

• Date, time and method: when and how the complaint was received.
• Who is complaining: the patient, customer, parent, carer, representative or other person.
• What was said: the main facts in neutral language, using the person's words where useful.
• Outcome wanted: explanation, apology, review, refund, remake, correction, service change or other action.
• Immediate risk: possible patient harm, urgent eye symptoms, safeguarding concern, data breach or threat to safety.
• Next step: who has been informed, what was promised and when the person can expect contact.

Keep records factual

Notes about complaints should avoid sarcasm, blame, guesses or labels such as "awkward", "attention seeking" or "aggressive" unless you need to describe specific behaviour for safety. Record what happened and what was done.

Do not alter clinical or dispensing records to make a complaint look better. If you must add a correction or late entry, follow local policy so the record remains transparent and auditable.

Representatives and confidentiality

If someone complains on behalf of another person, staff may need to check consent or lawful authority before sharing personal information. A relative, friend or online reviewer does not automatically have the right to receive confidential details.

Complaint lead handover details

Good recording is neutral, factual and useful. It helps the right person understand the complaint, respond fairly and identify any immediate risk.