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National Statistics
Publication, Part of

Data on Written Complaints in the NHS - 2011-12

National statistics
Publication Date:
Geographic Coverage:
Geographical Granularity:
Ambulance Trusts, Care Trusts, Clinical Commissioning Groups, Hospital and Community Health Services, Hospital Trusts, Hospital Sites, Independent Sector Health Care Providers, Mental Health Trusts, NHS Trusts, GP practices, Regions, Dental practices
Date Range:
01 Apr 1997 to 31 Mar 2012


The NHS complaints procedure is the statutorily based mechanism for dealing with complaints about NHS care and treatment and all NHS organisations in England are required to operate the procedure. This annual collection is a count of written complaints made by (or on behalf of) patients, received between 1 April 2011 and 31 March 2012 and also now includes experimental information on upheld complaints.

Key Facts

  • Total number of all written complaints reported (HCHS & FHS combined) in 2011-12 was 162,129; the equivalent of more than 3,000 written complaints a week, an increase of 12,364 (8.3 per cent) from 2010-11.
  • For organisations providing data in both years, the total number of complaints (HCHS & FHS combined) has increased by 1.3 per cent from 148,940 to 150,859 in 2011-12.
  • Total number of all HCHS written complaints reported has increased by 8,202 (8.3 per cent) from 99,057 in 2010-11 to 107,259 in 2011-12. For organisations providing data in both years the total number of HCHS complaints has decreased by 2.3 per cent from 98,232 to 95,989 in 2011-12.
  • Total number of all FHS written complaints reported has seen an increase of 8.2 per cent (4,162) from 50,708 in 2010-11 to 54,870 in 2011-12.


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Last edited: 1 September 2020 4:25 pm