Our NHS Complaints Advocacy Service

If you feel unhappy about a NHS service you have received, we are here to help. Our NHS Complaints Advocacy Service will ensure you know all your options, your rights and how to make sure your voice is heard.

Our service is free, independent and confidential and available to all Reading residents. Last year (2017-18), we helped 82 people make formal NHS complaints, and assisted a further 160 with advice about sorting out problems before they escalated.

Our NHS Complaints Advocacy Service is part of the Reading Voice Advocacy Hub based in the town centre. Our service offers three levels of support:

  1. Simple Self-Help: Use our online or paper guides to support yourself through the complaints process
  2. Supported Self-Help: A one-off meeting with an advocate and/or telephone support to guide you through the complaints process
  3. Full Advocacy Support: For people with extra communication or other needs, this could include drafting your complaint letters and/or attending resolution meetings with you
Download this Easy Read Guide.

You can find answers to common questions below.

How does the NHS Complaints system work?
Who can use our NHS Complaints Advocacy service?

Can you make a complaint on behalf of somebody else?

What can you make a complaint about?

Is there a time-limit for making a complaint?

What kind of help or support can you receive from our advocates?

What training and standards do our advocates follow?

What kind of response or outcome can I expect from the NHS service?

Can our service help people get compensation for NHS mistakes?

What NHS rights do the public have under the NHS Constitutiton?

How can you access your medical records?

Where can I find official care and treatment guidelines?

What are the NHS costs for dentists, prescriptions & other items?

Can our service help people with Continuing Healthcare (CHC) cases?

Quick Guides and Template Complaint Letters for...

Your GP surgery

Your NHS Dental Surgery

Royal Berkshire Hospital

Prospect Park Hospital / CAMHS / other mental health and community services

NHS-funded care at private hospitals

Berkshire West Clinical Commissioning Groups

Top Tips

Top tips on getting your concern or complaint resolved

Case Studies

Case Study: Informal Advocacy

Case Study: Formal Complaint