Complaint Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

As a practice, we strive to provide an excellent service and standard of care

If, unfortunately, you have concerns and want to raise a complaint, we ask that you put this in writing to the Practice Manager.

Please see our full Complaints Procedure for further information.

What we will do

We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within twenty working days of the date you raised it with us. We will then offer you an explanation or a meeting with the people involved, if you would like this. When we investigate your complaint, we will aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss what happened with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.


Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so.


What happens if I prefer to complain directly to the commissioning organisation?

In these circumstances, you should contact the ICB complaints department by either

Telephoning 0114 305 1000

or by email to [email protected]  

Please note, the email address covers all areas of South Yorkshire (Rotherham, Doncaster, Barnsley and Sheffield), therefore when submitting a complaint, please include the specific area that your complaint is in reference to, i.e. Rotherham.

Changes from 1st July 2023

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.  Rather than contacting NHS England, complaints will be made to directly to the local integrated care board (ICB)

Members of the public will still be able to make a complaint to the provider.  This is NOT changing.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.


Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and the ICB and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.