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Publication, Part of

Data on written complaints in the NHS, 2017-18 Quarter 3, Experimental

Official statistics
Publication Date:
Geographic Coverage:
Geographical Granularity:
NHS Trusts, Hospital Trusts, Ambulance Trusts, Regional health body, Hospital and Community Health Services, Mental Health Trusts, Regions
Date Range:
01 Apr 2015 to 31 Dec 2017


This quarterly collection is a count of written complaints made by (or on behalf of) patients. Data are collected via the KO41a and are for complaints about NHS Hospital and Community Health Services (HCHS) in England. The data relates to the complaints arrangements introduced in April 2009.

The results within this publication are experimental and so care should be taken when interpreting the results.

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.

As well as quarterly reports NHS Digital also produce an annual report, a link to the 2016-17 annual NHS written complaints report is provided below.

We welcome feedback on the methodology and tables within this publication. Please email us with your comments and suggestions, clearly stating 'NHS Written Complaints' as the subject heading, via or 0300 303 5678

Key Facts

  • There were 27,790 new HCHS written complaints in the third quarter of 2017-18.
  • Over the period 27,222 complaints were resolved, of these 9,175 (33.7 per cent) were upheld, 8,441 (31.0 per cent) were partially upheld and 9,606 (35.3 per cent) were not upheld.


Related Links

Last edited: 11 October 2019 6:33 am