Compliments, Concerns and Complaints

We welcome compliments, concerns and complaints as this information can help us, not only to learn from patients’ experiences, but to make improvements to the services we provide and commission.

You can complain to either the provider or the commissioner of the service you are unhappy about. The provider is the organisation that provides the service to you – the GP, hospital, mental health unit etc. The commissioner is the organisation that contracts and pays for the service – CCGs, NHS England etc.

NHS England is the commissioner of GPs, dentists, opticians and high street pharmacies, prison health services and some specialised services.  If you want to complain about these services, you need to contact the practice directly or NHS England:

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  • 0300 311 2233

You can make a complaint to a provider directly. The local contacts are:

Birmingham and Solihull Mental Health NHS Foundation Trust  who run the mental health services in Solihull and adult mental health services in Birmingham:

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Forward Thinking Birmingham – who run the mental health services in Birmingham for up to 25-year-olds:

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University Hospital Birmingham NHS Foundation Trust 

For Birmingham Queen Elizabeth Hospital:

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For Heartlands, Solihull and Good Hope hospitals:

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  • 0121 424 0808

Birmingham Women’s and Children’s NHS Foundation Trust – who run Birmingham Women’s Hospital and Birmingham Children’s Hospital:  

  • Birmingham Women’s Hospital – This email address is being protected from spambots. You need JavaScript enabled to view it. or 0121 335 8226
  • Birmingham Children's Hospital – This email address is being protected from spambots. You need JavaScript enabled to view it. or 0121 333 8403

Birmingham and Solihull CCG is the commissioner of hospital and mental health services, and is also responsible for some services directly such as Continuing Healthcare (CHC), Individual Funding Requests and commissioning decisions. If you have a complaint relating to the way an NHS service has been commissioned by the CCG, or you have been directly affected by a commissioning decision made by us, or you do not wish to return to the provider with your complaint, you can contact us in the following ways:

  • NHS Birmingham and Solihull Clinical Commissioning Group, Bartholomew House, 142 Hagley Road, Birmingham, B16 9PA.
  • 0121 255 0848
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We have a responsibility to investigate complaints where the person affected by the issue is a patient at one of our GP member practices.

If you do direct your concern to us by mistake, don't worry, we will get your permission and then send it to the right organisation.

Your complaint should be made as soon as possible. This should be within a year of the event or as soon as it came to your attention. You can make a complaint on your own or on behalf of someone else if you have their permission.

What information will be needed to make my complaint?

  • Your name, address and contact telephone number/email and those of the person that you may be complaining for; including their date of birth and/or their NHS number if known
  • A summary of what has happened, giving dates where possible
  • Information about which organisation provided the care or service
  • A list of things that you are complaining about
  • What you would like to happen as a result of your complaint.

When we receive a complaint we will:

  • Acknowledge it within three working days
  • Contact you or your representative to provide consent to the release of confidential information; finalise details and agree a time to respond to you.

Support available to you

There are advocacy services that provide support to anyone who wishes to make a complaint about the NHS free of charge. 

If you have a Birmingham GP, you can contact Voiceability by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or calling 0300 330 5454.

If you have a Solihull GP, you can contact Independent Advocacy by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or calling 024 7669 7443 ext 228.