How to make a complaint
If you're unhappy with our service, please tell us. We'll acknowledge your complaint within 3 working days and send a full written reply within 20 working days.
Unhappy with an NHS decision about CHC funding?
A complaint about a decision on NHS Continuing Healthcare (CHC) funding goes to the NHS rather than to us. First, ask the integrated care board (ICB) that made the decision to look at it again. The ICB is the NHS body that decides CHC funding in your area. This first step is called local resolution. If that doesn't settle it, you can ask NHS England for an independent review. After that, you can complain to the Parliamentary and Health Service Ombudsman.
Complaints about NHS care itself, rather than the funding decision, go through the NHS complaints procedure. Our page on appealing a CHC decision explains each step and how we can help.
How to complain
You can complain in whatever way suits you best, and you don't need a special form.
- By email: write to hello@chcfundingsupport.co.uk.
- By letter: write to CHC Funding Support, 119 Whitefield Road, Room 11, Glasgow G51 2SD.
- Online: send us a message through our contact form, using the button below.
It helps if you tell us:
- your name and the best way to reach you
- the name of the person the case is about, if it isn't you
- what went wrong, with dates if you have them
- what you'd like us to do to put it right
If you'd like help making a complaint, for example because of a disability, tell us and we'll make it easier. We can call you back, write down what you tell us and send it to you to check.
What happens and when
We acknowledge your complaint
We'll confirm we've received it within 3 working days and tell you who is looking into it.
We look into it
We read your file and everything we sent or received about it. We may contact you to make sure we understand what went wrong and what you'd like us to do.
You get a full written reply
Within 20 working days, we'll write to you with what we found and what we'll do to put things right. We'll also tell you what you can do if you're still not happy.
Sometimes we need more time, for example while we wait for records from someone else. If so, we'll write to tell you why and give you a new date.
Who handles your complaint
The person who runs CHC Funding Support deals with every complaint personally.
We're a small service, and the same small team runs every case from the first call to the last letter. So there's no separate complaints team to pass you to. If we got something wrong, we'll say so plainly. You can read more about who we are and how we work.
Making a complaint won't change how we treat you or the case we're working on.
If you're still not happy
If our written reply doesn't settle things, you can get free, independent advice from the Citizens Advice consumer service (checked 13 November 2026).
If your complaint is about how we've used your personal information, you can also complain to the Information Commissioner's Office. Our privacy policy explains how.
Using this procedure doesn't affect your legal rights.
Get help with your case
Tell us what's happening and when suits you, and we'll call you back.