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Complaints Procedure

We always try to provide the best possible service, but there may be times when you feel this has not happened. The reception staff are usually able to deal with most minor complaints, but if you wish to make a complaint of more serious nature, then please telephone or write to the Practice Manager. Please note that any complaint regarding a doctor or nurse must be put in writing.

If you are unhappy about the services or how we dealt with your complaint at any of our branch sites, you are now able to raise it with our Integrated Governance Lead- Medicus Health Partners at mhp.feedback@nhs.net

We aim to acknowledge any complaint within 3 working days and we then try to investigate, and report back the findings within 14 working days from acknowledgement.

Our practice complaint procedure is not able to deal with questions of legal liability or compensation. We hope you will allow us to look into, and if necessary correct, any problems or mistakes that you have identified. If you use this procedure it will not affect your right to complain to the NHS England Health Authority  (0300 311 22 33).

To complain about a UK government organisation or the NHS in England you can contact the Health Ombudsman in the following manner:

• Visit their ‘Making a complaint page‘ to complain online or download a paper form
• Call their Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday
• Send a text to their ‘call back’ service: 07624 813 005

Please note that we have to respect our duty of confidentiality to patients. If a patient does not make the complaint in person, then his/her written consent will be necessary to allow us to discuss the matter with another person.

Our practice complaint form is available HERE