It's important to try and resolve grievances informally if posdible. Then it depends upon the extent of neglect or disaster. PALs are variable but may offer some assistance in communication issues or minor problems http://www.nhs.uk/Service-Search/Patient%20advice%20and%20liaison%20services%20(PALS)/LocationSearch/363. Everyone who starts to have concerns should keep good records. One disastrous aspect of complaints is the lack of patient evidence in terms of diaries. In the era of smartphones, there is no excuse for bad records. The next issue is to start researching the NHS complaints procedure.http://nhscomplaintsadvocacy.org/what-is-nhs-complaints-advocacy/how-to-make-a-complaint-about-an-nhs-service/ The third step is to medically research all your material. Everyone is daunted by medicine or law but most can be done by reading the relevant material. Medicine isnt rocket science. You could start by the Oxford Handbook herehttp://www.amazon.co.uk/Handbook-Clinical-Medicine-Medical-Handbooks/dp/0199232172. Fourthly, each hospital will have protocols on how they handle all kinds of illnesses. It's best to use the Freedom of Information Act to obtain these. My fifth point is that regulatory bodies have Guidance's on professions. It's worth reading those. All Royal Colleges will have guidances that can be used by the public. Research can be done here http://www.ncbi.nlm.nih.gov/pubmed and papers can be obtained from medical libraries. It's important to get your ducks in a row before you complain. Your record keeping should be impeccable. When you write complaints, write short paragraphs that are numbered. Write short letters and keep verbose language to minimum. When replies to your complaints come, file and scan them. Always ask about the evidence basis of any explanation given if you do not agree with it. All health professionals are obliged to have a rationale for their actions. There are organisations that may help. I have never quite been convinced about the total confidentiality of these places. I think if you have a good enough brain, can read and write, there is no reason why you can't run your own complaint or that of your relative or friend. Those too unwell or those who have a disability should try and seek advocacy from organisations with no direct link with the NHS. If you are successful, you need to ask the NHS what future changes will be made to avoid future problems. There is the NHS Patient Safety Tsar. Copy him into your complaint so he justifies why the NHS pay him a salary and give him free parking. Here he is in his posh suit, writing posh things that no one ever reads https://www.england.nhs.uk/publications/blogs/mike-durkin/ This is my simple guide to the complaints system. In the past, I've helped on numerous cases that did go onto succeed. The key is to keep your points short and know your evidence. If you believe in you complaint, keep the faith and be brave always. Good luck