Complaints Procedure

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 a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice  and we will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.




Take it further

If you were to be dissatisfied with the response from the surgery giving time for them to look into the complaint, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:

Millbank Tower, Millbank, London SW1P 4QP

Helpline: 0845 015 4033


You may also make your complaint directly to:

NHS Frimley Integrated Care Board, who host NHS complaints on behalf of all ICBs across the south east:

Address: South East Complaints Hub, NHS Frimley ICB, King Edward VII Hospital, St Leonards Road, Windsor. SL4 3DP

Telephone: 0300 561 0290


However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.