How to complain about a service
Most medical care and treatment go well, but sometimes things don’t go as expected, and you may want to make a complaint. So, where do you start?
NHS Complaint Procedure
The NHS has its own complaints procedure, which is usually the first step to take.
👉 Learn how to make a complaint about NHS services
However, the NHS complaints procedure does not cover situations where you want to:
Complain about a regulator
Report professional misconduct
Raise concerns about private healthcare
Make a complaint about a care home or social care service
Below is a guide to the support available if you need to make a complaint about a health or social care service:
General Practice (GP) Complaints
If you’re unhappy with the service you received from your GP surgery (including doctors, nurses, receptionists, or admin staff), you have two main options:
1. Complain Directly to the GP Surgery
Start by speaking to the Practice Manager at your surgery. Every GP practice must have a complaints procedure and someone responsible for handling complaints.
You can usually find complaint information on your GP’s website or by asking at reception.
2. Complain to the Integrated Care Board (ICB)
If you don’t want to complain directly to the surgery or are not satisfied with their response, you can escalate it to the Lancashire and South Cumbria ICB, which oversees GP services in Blackpool.
Make a complaint via Lancashire and South Cumbria ICB
Email: lscicb.contactus@nhs.net
Phone: 0300 373 3571
If your complaint remains unresolved, you can escalate it to the Parliamentary and Health Service Ombudsman:
Patient Advice and Liaison Service (PALS)
Most hospitals have a PALS team offering free, confidential advice and support to patients, families, and carers.
Should you wish to contact Blackpool Teaching Hospitals, see the contact information below:
Telephone: 01253 955588 or 01253 955589
Click here to access Blackpool Teaching Hospitals’ online contact page.
Integrated Care Boards (ICBs)
ICBs have replaced Clinical Commissioning Groups (CCGs) in England. They are responsible for planning and funding many local NHS services.
Most ICBs have a dedicated section on their website with guidance on:
When and how to make a complaint
What information to include
Who to contact based on the type of service
Find your local ICB and complaint details by clicking here.
Lancashire and South Cumbria ICB, oversees services in Blackpool.
Make a complaint via Lancashire and South Cumbria ICB
Email: lscicb.contactus@nhs.net
Phone: 0300 373 3571
Adult Social Care in Blackpool
If you wish to complain about adult social care in Blackpool, this is handled by Blackpool Council.
Visit the Blackpool Council website for adult social care complaints
You can also contact the Customer Relations Team:
Telephone: 01253 477700
Address: Customer Relations Team, Blackpool Council, PO Box 4, Blackpool, FY1 1NA
The Parliamentary and Health Service Ombudsman (PHSO)
If your NHS complaint isn’t resolved locally, you can ask the PHSO to investigate. They are independent and look into complaints about NHS services including GPs, hospitals, pharmacists, dentists, and more.
Please note: You should try to resolve the issue directly with the organisation or with an advocate’s help before approaching the Ombudsman.
Complaints about Social Services Decisions
You or someone you care for may disagree with a decision made by social services.
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You can complain verbally or in writing to the local authority’s complaints manager within 12 months.
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They must acknowledge the complaint within 3 working days and aim to respond within 6 months.
If unresolved, you can escalate the complaint to:
The Local Government and Social Care Ombudsman (LGSCO) investigates complaints about councils and adult social care services.
Complaints about Care Homes or Care Services
If your concern is about a care home (e.g., care quality or fees), the route depends on who arranged or is funding the care:
Local authority funded: Complain to the local authority.
Self funded: Start by complaining to the care provider. If unresolved, escalate to:
The Local Government and Social Care Ombudsman
The Care Quality Commission (CQC)
The CQC regulates all care homes and registered care services in England. They monitor standards and can take enforcement action.
You can contact the CQC to:
Report poor care
Share experiences of good care
Raise safeguarding concerns
Safeguarding Adults and Reporting Abuse in Blackpool
If you suspect abuse or neglect in a care home or by a care provider, report it immediately. Every local authority has a Safeguarding Adults Team that works closely with the police and CQC when needed.
In Blackpool, you can:
Telephone: 01253 477800 (Monday to Thursday 9:00am to 5:00pm; Friday 9:00am to 4:30pm)
Emergency out of hours: 01253 477600
Address: Adult Social Care, Blackpool Council, PO Box 4, Blackpool, FY1 1NA
Learn more about safeguarding in Blackpool by visiting the:
Safeguarding Children in Blackpool
If you’re concerned about the welfare or safety of a child or young person:
Children’s Services Duty Team: 01253 477299 (Mon–Fri, 9am–5pm)
Out of hours: 01253 477600
Email: duty.assessment@blackpool.gov.uk
For more detailed information on reporting concerns or accessing help:
Blackpool Safeguarding Children Partnership
This service responds to concerns about physical abuse, emotional abuse, sexual abuse, neglect, or other forms of harm. Anyone can report a concern, professionals, family members, or members of the public.
Need help to complain?
If you’re unhappy with a health or social care service, you don’t have to navigate it alone. Independent advocacy services are available to help you understand your rights, make a complaint, and ensure your voice is heard. Here’s where you can go for support:
Independent Advocacy Services
Empowerment – Blackpool Advocacy Hub
Empowerment delivers the independent advocacy service commissioned by Blackpool Council. They can support you to make NHS complaints, raise concerns about care services, and ensure you’re treated fairly throughout the complaints process.
Visit: https://empowermentcharity.org.uk/blackpool-advocacy-hub/
Call: 01253 477060
Email: admin@empowermentcharity.org.uk
Advocacy Focus – Lancashire Advocacy Hub
Advocacy Focus provides NHS complaints advocacy and other statutory advocacy services across Lancashire. They can support you in making your complaint, accessing services, and understanding your rights.
Visit: https://advocacyfocus.org.uk/adult-advocacy-services-in-lancashire/
Call: 0300 323 0965
Email: admin@advocacyfocus.org.uk
Citizens Advice
Citizens Advice can support you in understanding your rights and options if you’re unhappy with NHS care, social services, or a local authority decision. They offer free, confidential guidance and may help you find legal support.
Citizens Advice Blackpool
Visit: https://www.blackpoolcab.org.uk/
Call: 0808 278 7818
Email: admin@blackpoolcab.org.uk
Citizens Advice National
Health complaints and guidance: https://www.citizensadvice.org.uk/health/
Find your local Citizens Advice here.
Healthwatch - Your Local Health & Care Champion
Healthwatch makes sure your feedback is heard by those who commission and deliver health and social care services. While they don’t provide formal advocacy, they can guide you on how to raise concerns and direct you to the right support.
Healthwatch Blackpool
Visit: https://healthwatchblackpool.co.uk/
Call: 0300 32 32 100
Email: enquiries@healthwatchblackpool.co.uk
Healthwatch Lancashire
Visit: https://healthwatchlancashire.co.uk/how-to-complain-about-a-service/
Call: 01524 239100
Email: info@healthwatchlancashire.co.uk
