How to raise a concern about a long mental-health wait

Start by asking the service to resolve the problem

NHS England recommends raising concerns early with the provider where possible. Be specific about the problem: for example, a referral cannot be found, you repeatedly receive no response, an appointment has been cancelled several times, or nobody can explain your current status.

Keep a short record

• Referral or appointment dates.
• Who you contacted and when.
• What you were told.
• What outcome you are asking for now.

You do not need to write your whole medical history to make a service complaint clear.

PALS, complaints and advocacy

Many NHS providers have a Patient Advice and Liaison Service (PALS), which can help with some concerns, particularly hospital-related issues. Every NHS service provider in England must have a complaints procedure. NHS complaints advocacy is also available free of charge and can help you prepare a complaint.

What a complaint can and cannot do

A complaint can ask a service to investigate what happened, explain decisions, correct communication or administrative failures, and set out what will happen next. It does not guarantee a particular clinical decision or an earlier appointment. If your mental health is worsening, use the clinical or urgent-help route as well as — not instead of — a complaint.

Common questions

Can I complain just because a mental-health waiting list is long?

You can raise concerns about NHS services, but a long wait by itself does not necessarily mean the service has breached a rule. Waiting-time standards differ by pathway. Complaints are especially useful when there are communication, administration or service-quality problems that have not been resolved.

Is PALS the same as making a formal complaint?

No. PALS can often help resolve concerns informally, while each NHS provider also has a formal complaints procedure.