We are committed to providing high-quality care and services to all our patients. If you have a concern or are unhappy with the service you’ve received from any of our staff, including doctors, nurses, or administrative personnel, please let us know. We operate a formal complaints procedure in line with NHS national standards.

How to Make a Complaint

We encourage you to raise any concerns as soon as possible, ideally at the time the issue occurs. Many problems can be resolved quickly and informally by speaking directly with the person involved or a member of our team.

If you would prefer to make a formal complaint, please do so:

  • As soon as possible, ideally within a few days

  • No later than 6 months after the incident

  • Or within 12 months of becoming aware of the issue

How to Submit Your Complaint

All formal complaints should be made in writing to the Practice Manager. Please include specific details to help us investigate thoroughly.

You can send your complaint by:

Complaints on Behalf of Someone Else

We are bound by strict rules of medical confidentiality. If you are making a complaint on behalf of a patient, we will require their written consent before we can discuss any personal information.

If the patient is unable to provide consent (due to illness or incapacity), please let us know. We can provide a Third Party Consent Form to be completed and returned.

What You Can Expect from Us

Once we receive your complaint:

  • We will acknowledge it within 2 working days
  • We aim to complete our investigation within 10 working days
  • If we expect any delay, we will let you know and provide an updated timeframe

During our investigation, we will:

  • Review the circumstances thoroughly
  • Provide an explanation of what happened
  • Offer an apology if appropriate
  • Take steps to prevent similar issues in the future
Need Support?

If you would like support or advice about your complaint, you can contact the Patient Advice and Liaison Service (PALS):

📧 Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
📞 Phone: 01992 566122

Still Not Satisfied?

If you remain unhappy after we have responded to your complaint, you can escalate your concerns to the Parliamentary and Health Service Ombudsman:

📞 Phone: 0345 015 4033
🌐 Website: www.ombudsman.org.uk

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.