Complaint Policy

If you have a complaint or a concern about the service that you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure in line with the NHS Complaints Regulations (2009). Our system meets the National criteria.

Complaints in respect of hospitals, mental health or community trusts.

These should be taken up with the provider directly

Complaints regarding this practice

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible. - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.

Memory can fade with time, and makes it much more difficult to ascertain exactly what happened in the past. The time limit for making a complaint is within 12 months of the events occurring or of you becoming aware of the matter complained about.

Please fill out our Complaint Form to let us know about what happened and it will be handled by the Practice Manager Jacqui Tonge who may contact you to discuss more on the concern.

What we will do

We will acknowledge your complaint within 3 working days and contact you to agree how best to deal with it. Our ultimate aim is to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall try and investigate and respond fully to your complaint within 20 working days. We shall aim to:

  • Find out what happened and what went wrong:
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem doesn't happen again.

Patient confidentiality is respected at all times. We will not disclose to anyone any patient care information relating to a complaint without the appropriate consent.

Complaining on behalf of someone else.

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 letter or a consent form signed by the person concerned will be needed, unless they are incapable (because of illness or incapacity) of providing this. In order to preserve confidentiality we reserve the right to check the identity, relationship and credentials of the person nominated by the patient to make the complaint.

If the person is unable to give consent because he/she does not have the mental capacity to make an informed decision at the time, consent will instead be requested from their lasting power of attorney. That is the person legally appointed by the patient to act in his/her best interests and to make decisions on the patients behalf.

If you are complaining on behalf of a child for whom you do not have parental responsibility, written consent will be required from whoever holds that parental responsibility for the child.

Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the nest chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us. You can contact:

The London Region Complaints Team

NHS England

PO Box 16738


B97 9PT

or email or in writing: 

NHS England, PO Box 16738, Redditch, B97 9PT. Patients can talk to NHS England in British Sign Language (BSL) via a video call to a BSL interpreter.

Tel: 0300 311 2233.

Complaining to the Ombudsman

If you remain dissatisfied after we (or the London Region Complaints Team) have dealt with your complaint you can complain direct to:

Dame Julie Miller

Parliamentary & Health Service Ombudsman

24th Floor

Millbank Tower




Telephone: 0345 015 4033

Fax: 0300 061 4000



Reviewed & Updated August 2021