No-one wants to get a complaint but in a lifetime of working in healthcare, it is almost inevitable. In 2024, Medical Protection assisted members in the UK with over 2,300 complaints.

For many doctors, receiving a complaint from a patient regarding their clinical care, manner or conduct is a distressing and anxious time and may leave them feeling disappointed and disillusioned, especially if they felt the interaction was positive. Receiving criticism can also be frustrating, as doctors are doing the best they can within the restraints of time and manpower.

Why complaints can feel overwhelming for clinicians

There may be a concern that the matter will escalate, perhaps to a claim, disciplinary procedure, a referral to the regulator or even a criminal case. So how do you reduce the stress associated with receiving a complaint?

Complaints can quickly snowball to place a significant burden on the clinician’s shoulders. Often additional stress is exacerbated by tight deadlines to respond to the complainant before properly reviewing and addressing the key issues.

Complaint response timelines in the UK

All complaints should be acknowledged ideally within three to five working days in the UK. The complainant should be informed that their concerns are being investigated, and a timeframe offered as to when they can expect a response. This should not be so tight that a doctor is under undue pressure to respond before fully reviewing the complaint, but also not so far in the future that the complainant feels their concerns are not being addressed.

How to write an effective complaint response

Many clinicians will never have written a complaint response before, and it can be overwhelming to know where to start. An early request for assistance from your Medical Defence Organisation can make all the difference, both in formulating a response and for general support. Several drafts may be required before the response is ready to be shared with the complainant, so early contact will allow sufficient time and help to alleviate some of the stress. Clinicians may also want to seek the assistance of a more senior or experienced colleague, supervisor or manager who may be more familiar with the complaints process.

Preventing escalation of patient complaints

The aim of a good complaint response is to de-escalate the complainant’s concerns and prevent an onward referral to the Ombudsman, NHS England or a regulatory body such as the GMC. A conciliatory tone should be adopted when responding to a complaint even if it is felt to be unjustified.

There is often a reluctance to offer an apology or reflect on a complaint for fear that this is considered an admission of error, raising the risk of litigation. However, this simply is not true. Reflection and remediation are key components expected to be demonstrated in a complaint response by reviewing bodies such as NHS England and the Ombudsman.

It is extremely important that both individuals and organisations take the time to address this key area in a complaint response and look at what can be done differently to prevent something similar happening in the future. Many patients simply want an apology and reassurance that the same situation will not happen again.

Case study: how reflection can resolve a complaint

Dr X, a salaried GP, saw a 58-year-old female who was concerned about a skin lesion on her left arm that had changed colour. Despite colleague sickness and an over-running morning clinic, Dr X took a history, examined the patient and spent time reassuring her that the lesion was benign. Subsequently, the patient sought a second opinion through a private health scheme and was diagnosed with a malignant melanoma, resulting in extensive surgery.

The patient wrote to the practice to express disappointment with Dr X’s attitude on the day, explaining that they felt rushed and that Dr X did not examine the lesion properly. The patient felt that the delay in diagnosis had resulted in more extensive surgery and significant anxiety and stress.

Dr X had never received a complaint before and, despite being under extreme pressure on the day in question, felt that the consultation had gone well. He was also concerned that the patient had threatened to refer him to the GMC.

Dr X contacted his Medical Defence Organisation and sought assistance to draft a complaint response. He was advised that reflection on the misdiagnosis was key, along with demonstrating further learning. He undertook additional dermatology training both online and in person.

Dr X also reflected on the pressure he was under and how this may have appeared to the patient. After conducting a significant event analysis, the practice agreed a protocol to manage clinics when staffing levels were critical or running late. This helped reduce pressure on individual clinicians.

Dr X offered to meet the patient in person to discuss the response. Following the meeting, the patient agreed their concerns had been addressed. Reassuringly, the doctor patient relationship was maintained, and Dr X continued to support the patient in her recovery.

In summary 

Complaints can come out of the blue or sometimes be expected when engagement with a patient’s care doesn’t go as expected. Nevertheless, they can be stressful and add to the burden of the day-to-day job. To assist with managing the stress and anxiety that comes with answering a complaint: 

• Set a realistic timeframe to respond to the complainant. Discuss this with any colleagues who may be responding to the complaint on your behalf, taking into account your clinical duties and any pre-booked leave. 

• Contact your MDO early so they can assist you with drafting a complaint response in the format expected by NHSE and the Ombudsman. 

• Read the complaint thoroughly and spend time picking up the key areas of concern and address them in your response. This will demonstrate to the complainant you have properly read and understood their concerns. 

• Spend time reflecting and document clearly any learning undertaken. Explain if any policies or protocols have been amended or written as a result of the complaint.

• Be apologetic and acknowledge any distress that may have been caused, even if you feel the complaint itself is not justified. Doing so may avoid an escalation of the complaint if you have demonstrated insight and reflected and remediated on the issues raised. 

• If possible, offer to meet with the complainant face to face. Whilst this may feel awkward many patients appreciate the offer from a clinician to set aside time specifically to discuss their concerns and many complaints are de-escalated with this approach.

While stressful at the time, when handled well complaints can lead to better doctor patient relationships, improved clinical systems and more insightful clinicians.

Continued learning 

Staying resilient during a complaint is not about gritting your teeth. It is about noticing what is and is not in your control, pausing some of our instinctive reactions - like feeling angry and defensive, or overly self-critical or guilty that can spiral after criticism, and choosing responses that protect both patients and your own wellbeing. 

A free Medical Protection webinar on 26 March 2026, led by the team at Wild Monday, will focus on practical ways to manage yourself through complaints and difficult feedback to avoid burning out or making things harder than needed. It will cover how to: 

• Spot and shift unhelpful self-talk after a complaint 

• Regulate your stress response in the moment so you can respond rather than react 

• Set realistic boundaries, seek support early, and maintain perspective while the process unfolds 

• Reflect and remediate with self-compassion, turning learning into safer systems and practice. 

The How to manage yourself and stay resilient during a complaint webinar is one of a series of three webinars supporting doctors to reduce stress and avoid burnout. Medical Protection members can log into their prism account to register: 

• How to manage yourself and stay resilient during a complaint 
• How to stop the slide into burnout
• How to support your colleagues without burning out yourself