This workshop is part of an National Institute for Health Research (NIHR) project that aims to improve our understanding of the experience of complaining to the NHS. We would like to hear from people who have been through the NHS complaints process and are interested in contributing to research about the experience. The project is an observational study focused on communication. It aims to record and analyse the encounters between people making the complaint and the Trust staff responding to the complaint, and to track the impact of the communication on the complainant’s overall experience, their attitude toward the complaint issue and the complained about service. The outcomes of the project will include training materials for staff involved in handling complaints and resources to support patients making complaints. The project is based at Ulster University with additional project team members from Stirling University, Queen Margaret University and Loughborough University.