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NHS England is required to make the necessary reasonable adjustments so as to receive, investigate and respond to any complaint. For those whose first language is not English, a translation and telephone interpreting service can be made available. Complaints can be accepted and respond to in alternative formats, for example, Braille.

There are timescales associated with making a complaint. Complaints must be made not later than 12 months after the date on which the matter which is the subject of the complaint occurred or 12 months after the date on which the matter which is the subject of the complaint came to the notice of the complainant. It is still possible to investigate the complaint effectively and fairly, if there are good reasons for not having made the complaint within the timeframe. NHS England may decide to still consider the complaint, for example, longer periods of complaint timescales can apply to specific clinical areas.