Complaints & Compliments Procedure

We are always very grateful for feedback and suggestions – even if the feedback is not complimentary! We are keen to review and improve our standards and need your input to guide us.

All surgery staff will do their best to provide you with the highest level of service. However, if you are not satisfied with any aspect of this service, please tell us. We would prefer you to write to the Practice Manager with details of your dissatisfaction. This will ensure that the incident is recorded in your own words.

Please be assured that every complaint is recorded and treated seriously. Your notification will be acknowledged, the matter looked into, and a reply will be sent to you within 10 working days. If we need more time to resolve any issues or to fully respond to your complaint, we will advise you in our reply.

If you would prefer, you may contact NHS England at:

Post: NHS England, PO Box 16738, Redditch B97 9PT


Tel: 0300 311 2233

Or if you would like to raise your concerns informally, please contact the Patient Advice & Liaison Service (PALS) at

Post: PALS, South Central & West Commissioning Support Unit, King Edward VII Hospital First Floor, St Leonards Road, Windsor, SL4 3DP


Tel: 01753 636808

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

Tel: 0345 015 4033


Write: Millbank Tower, Millbank, London SW1P 4QP.