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Raising a concern about NHS care (Wales)
Wales · in English
€2.00This document is sold blank, to print and complete by hand.
Made for use in Wales
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For a patient in Wales, or someone acting with their consent, who is unhappy with care from a health board, an NHS trust, a GP practice, a dentist or a pharmacy. A written concern under the NHS Wales regulations of 2011 and the Listening to people process, which replaced Putting Things Right for concerns raised from 1 April 2026: it says what happened, what you want done, asks whether redress may be due, and names the Public Services Ombudsman for Wales. Sent by email. Sold blank, to complete by hand, as it holds health data.
- Made for use in Wales
- Last updated October 28, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
Published byDocMuse
When to use this document
- You are unhappy with the care at an NHS hospital in Wales and want to raise a concern.
- Your GP practice in Wales ignored a problem and you want a written answer.
- A relative was badly treated and you want to know whether redress may be due.
- You want to put a concern about NHS care to the health board in writing.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Recipient
- Recipient's address
- Recipient's postcode
- Patient
- NHS number (if known)
- Period the complaint covers
- What the complaint is about
- Requested outcome
- Phone
- Attachments
Common questions
- Where do I raise a concern about NHS care in Wales?
- With the health board or NHS trust that provided the care, or with the GP practice, dentist, pharmacy or optician itself. Concerns raised from 1 April 2026 follow the Listening to people process, which replaced Putting Things Right: a quick ‘listen and act’ answer where possible, or a fuller investigation. Llais, the independent citizen voice body for health and social care in Wales, gives free, confidential help with raising a concern. You can write in Welsh.
- Is there a time limit, and can the NHS in Wales offer redress?
- Raise the concern within 12 months of the event or of when you became aware of it; a later concern can still be considered for good reason if it can be investigated fairly, but not three years or more after the event or after you became aware of it. Where an investigation finds a qualifying liability, the NHS Redress (Wales) Measure 2008 lets the health body offer redress, such as an apology, treatment or a financial payment up to a limit raised from 1 April 2026, without going to court.
- What if I am unhappy with the health board's response?
- You can complain free to the Public Services Ombudsman for Wales, normally within 12 months of becoming aware of the problem and once the health body has had the chance to respond. The Ombudsman can recommend an apology, a remedy or changes. Llais can help you prepare the complaint, and you can deal with both in Welsh or English.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
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