Complaints Procedure

Who to complain to:

The complaint should be directed to the Practice Manager in writing as soon as possible.The Practice Manager or Assistant Practice Manager will see the complainant privately if it is possible at the time.If the complaint is received verbally via telephone, that call is put through to the Practice Manager or Assistant Practice Manager. If they are unable to take the call, a message will be taken asking for a call back the parties involved.

Time frame:

Complaints should be made in writing or verbally within 12 months of the incident or within 12 months of discovering a problem has arisen in respect of a particular incident.If a complaint is received in writing, the Practice Manager will send a letter of acknowledgement within 3 working days informing them that their complaint is being dealt with. A letter detailing the outcome of the investigation will follow within 10 working days. In the event of the investigation taking longer than the 10 day period the patient will be informed of the delay with a new estimated date of completion. If the patient is not satisfied with the outcome of the complaint they have the right to pursue the matter further with the NHS Ombudsman and they may request an independent review within 28 days.

Practice Key Personnel:

  • Practice Manager: Kelly Barrow

  • Assistant Practice Manager: Jo Pollard

  • Senior Partner / Responsible Person – Dr Roderic Clark

  • Deputy – Dr Raj Bhargava

The practice takes all complaints seriously and regards patient feedback as integral to our learning and improvement.Complaints are reviewed at Practice Meetings as a standing agenda item for both the clinical and non-clinical team meetings, which are on a monthly basis.

The Parliamentary and Health Service Ombudsman

Millbank Tower




Helpline: 0345 015 403 (8:30am to 5:30pm, Monday to Friday)




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