Complaints or Comments regarding our service

Complaints Procedure

If you have a complaint or concern about the service you receive from the doctors or any of the staff working in the practice, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to complain

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 complaint, we would like you to let us know as soon as possible – ideally, within a matter of days – because this will establish what happened more easily.  We ask that whenever possible you make your complaint within 6 months of the incident that caused the problem, or within 6 months of discovering that you have a problem provided this is within 12 months of the incident.

This 12 month limit does not apply if the responsible body is satisfied that;

  • there were good reasons for not making the complaint within that time limit
  • despite the delay, it is still possible to investigate matters effectively & fairly                                                                                                                                                                                                                                                                         Complaints should be addressed to Mr Trevor Warner, Practice Manager, you can email him at trevorwarner@nhs.net  Alternatively, you may ask for an appointment with Mr Warner in order to discuss your concerns. He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.

    What we shall do

  • Written complaints will be acknowledged within 3 working days and we will include you in the discussion about how the complaint will be handled and the likely period for completion of the investigation.

  • We will send you a written response as soon as reasonably practicable after completing the investigation.  (This response may be electronic if the complainant has consented in writing or electronically and has not withdrawn that consent.) This response will include an explanation of how the complaint has been considered, the conclusions reached, and details of your right to take your complaint to the Parliamentary Commissioner for Health (the Ombudsman).

    Complaining on behalf of someone else

    Please note that we keep strictly to the rules of 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.

If you would like to send other comments such as a positive feedback if you feel we have done something well, these are most welcome, and will be feedback to the appropriate members of the team.



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