NHS Complaints Rise Again in 2024–25: Are Standards of Care Falling?

Across hospitals, GP surgeries and community health services, a total of 256,777 new complaints were made this year, an increase of more than 14,800 compared with 2023–24, representing a 6.1% rise overall. Both clinical and non-clinical issues saw year-on-year increases, with non-clinical complaints (covering matters such as communication, administration and staff behaviour) climbing by 4% to 149,936, while clinical treatment complaints, relating directly to patient care, treatment errors or mismanagement, rose by 3.2% to 54,084.

This ongoing upward trend marks yet another record-breaking year for NHS complaints, suggesting that patient dissatisfaction is becoming increasingly widespread.

Communication Failures and Patient Care at the Centre of Complaints

The most common reason for NHS complaints remains poor communication, which accounted for 35,872 cases in 2024–25, a rise of nearly 7% compared with the previous year. Complaints about patient care, including issues with nutrition and hydration, increased by 8%, while those concerning staff values and behaviour also rose slightly by 1.5%.

There was also a notable 20% rise in complaints about access to treatment or medication, and issues related to waiting times increased by more than 9%. Patients also reported ongoing frustrations with appointments, discharges, and administration errors, reflecting a healthcare system under growing pressure.

These findings highlight a pattern that goes beyond inconvenience, for many patients, such delays or communication failures can lead to missed diagnoses, worsening conditions, or prolonged suffering.

Rising Complaints in High-Risk Specialties

The data reveals particularly sharp increases in certain medical specialties where the consequences of poor care can be severe. Complaints in psychiatry rose by more than 42%, signalling growing concerns about the state of mental health services. Cases involving clinical oncology, which covers cancer diagnosis and treatment, surged by almost 33%, while pathology, a vital area for testing and diagnosis, saw complaints rise by 25.8%.

There were also increases in obstetrics and gynaecology, up 8.5% and in the surgical group, where complaint numbers remain among the highest overall. These are some of the NHS’s most critical departments, and the steady growth in complaints suggests that too many patients are still being failed at crucial points in their care journey.

Regional Differences Reveal Uneven Standards

Regionally, London recorded the highest number of new complaints, with over 22,500 cases, followed by the Midlands, which saw more than 21,000. The North West had the highest proportion of complaints upheld, with nearly 29% found to be justified. By contrast, the East of England recorded the lowest upheld rate, at just 19.5%, though nearly half of all complaints there were partially upheld, suggesting that many still had legitimate elements of concern.

These regional variations indicate that patient experience and complaint handling can differ significantly depending on where care is received, something that may leave some patients without the answers or accountability they deserve.

A Decade of Rising NHS Complaints

The long-term picture is equally worrying. Since 2016–17, when just over 90,000 complaints were made, the number of new NHS complaints has more than doubled, with 2024–25 marking a record high. Even as the health service has recovered from the pandemic, complaint numbers have continued to rise steadily year after year. This sustained increase points to deep-rooted issues within the NHS, from staffing shortages and diagnostic delays to communication breakdowns and inconsistent standards of care.

Primary Care Complaints Reflect Widespread Frustration

The pattern is mirrored in GP and dental services, where 155,474 complaints were recorded in 2024–25, up by 7.1% from the previous year. The biggest increase came in clinical treatment complaints, which rose by 12.4%, followed by communication problems, up 14%, and staff attitude or behaviour, which increased by just over 7%.

There were also significant rises in complaints about delays or failures to refer patients for further treatment, which jumped by nearly 20%, and about inaccurate medical records, which saw a worrying 39% increase. These issues can have serious consequences, from misdiagnoses to missed treatment opportunities, and in some cases, permanent harm.

When a Complaint Becomes a Claim

While not every NHS complaint leads to a negligence claim, these figures demonstrate the scale of dissatisfaction among patients who feel they have been let down by their care providers. In many cases, these complaints highlight serious failures, such as delays in diagnosis, surgical mistakes, or poor aftercare, which may amount to medical negligence.

If you or a loved one has suffered harm because of substandard medical treatment, you may be entitled to make a medical negligence claim. Our specialist solicitors can help your secure answers, accountability and compensation for the impact of negligent care.

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