We always try to give the best service possible, but there may be times when you feel this has not happened.   

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look at and, if necessary, put right any problems you may have identified or mistakes which we may have made. 

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the complaint is not made by that patient in person.

If you wish to make a complaint, please phone, write or email and mark for the attention of Dianne Blacklock. She will take full details of your complaint and aim to resolve it for you if possible. If necessary, she will take it to the Partners and then decide how best to undertake the investigation into that complaint. We believe it is important to deal with complaints swiftly, so you will normally receive a response within 7 days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but you will be informed of this.You may be offered an appointment to meet with us at the Practice to discuss your complaint, if you so wish. 

We will try to address your concerns fully, provide you with an explanation and agree any action that may be needed. You may of course bring a relative or friend to that meeting. 

We hope that we are able to resolve any problems within the Practice, and that you will feel satisfied that we have dealt with the matter thoroughly.  However, if this is not possible, and you wish to continue with your complaint, you may contact the Practice again to discuss this further or contact any of the ombudsman details below 

Parliamentary and Health Service Ombudsman.

0345 015 4033 Monday to Friday 8.30 am to 5.30 pm
0300 061 4298 (minicom)

The Parlimentary and Health Service Ombudsman
Millbank Tower

Fax: 020 7217 4940  
Text telephone: 020 7217 4066  


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