NHS Complaints - changes in effect now

As part of the delegation of NHSE’s direct commissioning functions to integrated care boards, which includes pharmaceutical, general ophthalmic and dental functions from April 2023, is the transfer of the current primary care complaints function from 1 July 2023 which includes:

• The process of managing complaints

• The transfer of staff from the current NHS England complaints team to ICBs

• The transfer of all ongoing complaints and investigations (received on/after 1 July 2022).

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

Basically, from 1 July 2023, ICBs will be dealing with primary care complaints received on or after 1 July 2022.

There are some specialised services where NHSE has retained responsibility for commissioning, and so will also keep responsibility for associated complaints.