A guide to effective complaints resolution - England Post date: 10/01/2018 The information within this article was correct at the time of publishing. Last updated 14/11/2018 Complaints All healthcare providers within the NHS have legal, contractual and professional obligations to provide an accessible and suitably responsive complaints procedure for service users. This booklet is published as a resource for Medical Protection members in England. It is intended as general guidance only. Click to download the guide [PDF] Contents: Case study Initial action on receipt of complaint Action to be taken within three working days of receipt of the complaint Finalise a plan of action for investigating the complaint The Investigation Response Monitoring and review Click to download the guide [PDF] Share this article Share Tweet