Procedure for Complaints

The surgery welcomes comments and suggestions.

If you have an observation or a suggestion about how the practice could be improved, please contact the practice using our secure online form

If you wish to make a complaint, please let us know as soon as possible – ideally within a matter of days. Complaints should be addressed to the Operations Manager. We will acknowledge your complaint within three working days and aim to have investigated it within 10 working days. You may then receive a formal reply in writing or be invited to attend a meeting with the persons concerned to try to resolve the matter. 



If you feel you cannot raise your complaint with us or are dissatisfied with the outcome of our investigation, you can contact the Health Services Ombudsman at Millbank Tower, Millbank, London SW1P 4QP. Tel: 0345 015 4033. Website: or

NHS England
PO Box 16738
B97 9PT

Tel: 0300 311 2233.

The NHS also operates a Patient Advice and Liaison service (PALS), which can help resolve any problems before they become formal complaints. If you would like to speak to a PALS officer, please ring 020 3594 2040 or email The PALS service is available Monday – Friday, 9.30 am – 4.30 pm.