Complaint Procedure

It is important to let us know if you are unhappy with your care or the service you have received so we have an opportunity to resolve it. We do have the NHS Friends and Family test available to give feedback or you can speak with a member of staff.

If you feel you would like to make a complaint, or discuss your feedback in more detail, please contact our Practice Manager Sarah Ness on 01902 893375, and she will advise you on the steps to take.

Our policy is to acknowledge the receipt of a complaint within three working days and to seek to resolve any concerns within 28 working days. You will be advised if more time is needed. Please note that this procedure does not deal with matters of legal liability or compensation.

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Please download our separate complaints form (also available at Reception) to provide the practice with details of your complaint as this will ensure that we have enough information to begin our investigations. We hope that if you have a problem, you will use our practice Feedback and Complaints procedure as this gives us an opportunity to improve our practice.

If you are dissatisfied with the result of our investigation, you can refer your complaint to:

Primary care complaints
NHS England,
PO Box 16738,
B97 9PT

Email: [email protected]

Phone: 0300 311 22 33


The Parliamentary and Health Service Ombudsman
Millbank Tower,

To find the contact details for your local Healthwatch, see or call Healthwatch England on 03000 683 000