Lodging a formal complaint

Making a complaint about NHS Continuing Healthcare

Our bespoke NHS Complaint Service is for people who wish to make a formal complaint about an NHS Continuing Healthcare-related matter which cannot be addressed through the appeals process.

NHS Complaint Service

Whatever the nature of your complaint, our experienced caseworkers will assess the strength of your grounds before agreeing the most appropriate course of action with you. In most cases this will consist of a research and fact-gathering stage after which we will write to the NHS body concerned detailing their failures and proposing remedial action. If you are not satisfied with the NHS body’s response, we will then take your complaint through their stage-one formal complaint procedure and if necessary on to the Parliamentary and Health Service Ombudsman.

Common complaints we handle are:

  • top-up payments imposed by a ICB, which should be fully-funded by the NHS
  • unreasonable delays in assessment
  • exceptionally poor assessment procedures that have had a significant impact on the quality of the assessment
  • failures in the care planning or personal health budget process including where individuals have been denied their rights
  • medical negligence relating to NHS Continuing Healthcare


Our NHS Complaint Service is charged at our standard hourly rate and will be agreed with you in advance. You’ll have complete control over the costs because we won’t tie you into a long contract and we’ll discuss the number of hours required before proceeding at each stage.

To enquire about our NHS Continuing Healthcare Complaints Service call us on 0345 548 0300, select option 2, and leave a message with your enquiry. Alternatively you can email enquiries@beaconchc.co.uk or fill in a contact form.

We will respond to your enquiry for representation within 48 hours. Please try to contact us as soon as possible in advance of your assessment and let us know if there are any important dates we should be aware of.

Our other casework & representation services

If you need help preparing for an NHS Continuing Healthcare assessment, talk to us about our Assessment Advocacy services.

If you’ve already had an assessment and are trying to decide whether to appeal, we recommend our Expert Analysis Service to scrutinise your NHS Continuing Healthcare assessment and decision.

If you have been assessed as not eligible for NHS Continuing Healthcare, and wish to appeal, our  Appeal Management services can lead the process on your behalf.

Not looking for casework, and just have a few questions about your assessment and NHS Continuing Healthcare? Contact our Free Information & Advice service for general advice and to book a consultation of up to 90 minutes of free advice with a specialist adviser.