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