# The National Health Service (Complaints) Regulations 2004, Regulation 3: Arrangements for the handling and consideration of complaints


(1) Each NHS body must make arrangements in accordance with these Regulations for the handling and consideration of complaints.
(2) The arrangements must be accessible and such as to ensure that complaints are dealt with speedily and efficiently, and that complainants are treated courteously and sympathetically and as far as possible involved in decisions about how their complaints are handled and considered.
(3) The arrangements must be in writing and a copy must be given, free of charge, to any person who makes a request for one.
(4) Where an NHS trust or a Primary Care Trust makes arrangements for the provision of services with an independent provider, it must ensure that the independent provider has in place arrangements for the handling and consideration of complaints about any matter connected with its provision of services as if these Regulations applied to it.

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Source: https://www.legislation.gov.uk/uksi/2004/1768/regulation/3 (the official version)
Page: https://openlegislation.uk/national-health-service-complaints-regulations-2004/regulation-3
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.