Complaints Policy

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have genuine cause for complaint. If so, we would wish for the matter to be heard and resolved as quickly, constructively and amicably as possible.

If you wish to raise a complaint please contact the practice manager (Mrs Dawn Gaine) between 9am and 5pm who will deal with your concerns or complete our Complaints Form using the link below. Further written information on the complaints procedure is available from reception.

Complete a complaints form

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to complain to other agencies. If you feel you cannot raise your complaint with us directly you can contact the Complaints Team at NHS NCL ICB as follows:

Complaints Team, NHS North Central London Integrated Care Board

Telephone Number: 020 4515 1448

More information on how they will handle your complaint can be found here.

Taking Your Complaint Further

If you are dissatisfied with the outcome of our complaints procedure you can contact the Ombudsman as follows:

Parliamentary and Health Service Ombudsman (PHSO):

To take your complaint to the Ombudsman visit their website or call 0345 015 4033.

Contact can also be made with the Ombudsman by Email: phso.enquiries@ombudsman.org.uk

If you would prefer to write, the address is:

The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ

Further information about the Ombudsman is available online.

The Independent Complaints Advocacy Service (ICAS):

This is provided by Rethink Advocacy which is an Independent Complaints Advocacy Service.

Telephone: 0300 7900 559 (option 2)

or

by email: candi@rethink.org 

They can write letters for you and help you present your case, if you wish.