Complaints Procedure

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

If you have a complaint to make, you can either contact the Practice Manager or ask the Receptionist for a copy of our Complaints Procedure which is also available in the waiting room. 

We will endeavour to: acknowledge any letter or Complaints Form within 3 working days of receiving it and deal with the matter as promptly as possible – usually within 10 working days – dependent on the nature of the complaint.

Who can complain Complainants may be current or former patients, or their nominated or elected representatives (who have been given consent to act on the patients behalf). Patients over the age of 16 whose mental capacity is unimpaired should normally complain themselves or authorise someone to bring a complaint on their behalf. Children under the age of 16 can also make their own complaint, if they’re able to do so. If a patient lacks capacity to make decisions, their representative must be able to demonstrate sufficient interest in the patient’s welfare and be an appropriate person to act on their behalf. This could be a partner, relative or someone appointed under the Mental Capacity Act 2005 with lasting power of attorney.

Appropriate person In certain circumstances, we need to check that a representative is the appropriate person to make a complaint. For example, if the complaint involves a child, we must satisfy ourselves that there are reasonable grounds for the representative to complain, rather than the child concerned. If the patient is a child or a patient who lacks capacity, we must also be satisfied that the representative is acting in the patient’s best interests. If we are not satisfied that the representative is an appropriate person we will not consider the complaint, and will give the representative the reasons for our decision in writing.

Time limits A complaint must be made within 12 months, either from the date of the incident or from when the complainant first knew about it. The regulations state that a responsible body should only consider a complaint after this time limit if: the complainant has good reason for doing so, and it’s still possible to investigate the complaint fairly and effectively, despite the delay.

Procedure We have a two stage complaints procedure. We will always try to deal with your complaint quickly however if it is clear that the matter will need a detailed investigation, we will notify you and then keep you updated on our progress.

Stage one – Early, local resolution We will try to resolve your complaint within five working days if possible. If you are dissatisfied with our response, you can ask us to escalate your complaint to Stage Two.

Stage Two – Investigation We will look at your complaint at this stage if you are dissatisfied with our response at Stage One. We also escalate some complaints straight to this stage, if it is clear that they are complex or need detailed investigation. We will acknowledge your complaint within 3 working days and we will give you our decision as soon as possible. This will be no more that 10 working days unless there is clearly a good reason for needing more time to respond.

Complain to the Ombudsman If, after receiving our final decision, you remain dissatisfied you may take your complaint to the Ombudsman. The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint, and tell the NHS how to put things right if it has got them wrong. The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint and it will generally not look into your complaint if it happened more than 12 months ago, unless there are exceptional circumstances. Address: Parliamentary & Health Service Ombudsman Tower 30 Millbank London SW1P 4QP Phone: 0345 015 4033 Website: www.ombudsman.org.uk/about-us/contact-us/using-our-secure-email-service

Independent Complaints Advocacy Service (ICAS) If you have concerns about or wish to make a complaint about the quality of care you receive from the NHS, or any other issues or experiences when using the NHS, ICAS can help. People using the health service usually feel they can raise such concerns with a member of staff, such as a Therapist, Doctor, Nurse or Receptionist and the NHS expects that the person you approach will do their best to help you. However, if you are not satisfied by their response or prefer to talk to someone who is not directly involved in your healthcare, ICAS is there to help. ICAS provide a service which aims to improve your satisfaction and reduce any confusion or anxiety you may have and ICAS staff will act as quickly, and creatively, as possible to support patients, their carers and families to deal with concerns before they become more serious. Complaints resolution staff at your Practice should give you further information about making a complaint and assist you in contacting ICAS, should you require help with your complaint from outside the NHS. Please refer to the ICAS website for more information.

Date Published: 10th April, 2025
Date Last Updated: 15th May, 2025