Complaints Policy

In the unfortunate event that you wish to make a complaint against the practice, we have an initial and formal procedure which is adhered to details of which you can find below.  The practice will take the following actions:

In the event of an initial informal complaint:

Whether your complaint is verbal, or by letter, this will be acknowledged by our Practice Manager and we’ll let you know we’ve received your complaint within 5 working days. Our Practice Manager will endeavour where possible, offer an acceptable solution.

Within 25 working days we will:

  • reply to you in writing or call you to discuss further.
  • invite you to meet with the people involved, if you want.

If it's likely to take longer than 25 working days we’ll let you know, and we'll update you as things change.


In the event of a formal complaint:

The date and general nature of your complaint will be recorded in our Practice Complaints Log on our online system.  You may make a genuine complaint as soon as possible after the incident and certainly within 6 months.  Your complaint will be acknowledged within 3 working days of being logged. We will endeavour to respond to your complaint in writing within 20 working days.  If, however you are not satisfied with the response you will be invited to meet our Practice Manager or in her absence a practice member of your own choosing (subject to their availability and competence to deal with the issue).  A meeting will be arranged at a suitably mutually date and time.  At the initial meeting, the exact nature of your complaint will be noted and the manner of any further investigation will be agreed – unless it can be easily and fully resolved at this time.

Following the meeting, you will receive a letter either summarising your complaint and the outcome of the meeting (as above, if the matter is fully resolved at this time), or inviting you and a friend / relative to attend another meeting within 10 working days from the date of contact to discuss further findings and any action to be taken by the practice.

The aim of the second meeting is to attempt reconciliation.  Its objectives will be:

  • To formally summarise and clarify the exact nature of your complaint
  • To present, discuss and where possible, amicably agree the facts of the matter as seen from both sides
  • To offer you a full apology where this is thought to be appropriate
  • To detail any changes that we will try to make as a result of your complaint
  • To tell you of further rights and actions following the meeting
  • To determine whether this matter is concluded to your satisfaction.

Following the meeting, any outstanding matters will be completed and a final letter of explanation will be sent to you within two working weeks.  A copy of our letter to you and any correspondence to us will be retained as part of the log and also uploaded on your personal record.  This is confidential to the practice but may be used as part of our internal continuing audit procedures. Any learning and improvements identified from your complaint will be discussed in detail with our Partners and shared with all our team in our monthly clinical team meeting.

After completion of the practice complaint’s procedure and if you’re not happy with how we’ve dealt with your complaint, and would like to take the matter further, you can contact the team below. On 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner changed. Rather than contacting NHS England, complaints are made directly to the local integrated care board (ICB). If you wish to, you can also contact:

Telephone:   0300 561 0290




South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill



GU11 1AY


Alternatively, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Their service is free for everyone. 

Call 0345 015 4033 or visit for more information.

Parliamentary and Health Service Ombudsman

Millbank Tower




0345 015 4033