Procedure for Complaints and Compliments

Comments & Complaints

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.

We also like to hear from you if you feel we get it just right!  To send details of a complaint please contact us using this form or email the practice, when doing so please be specific regarding the nature of your complaint providing as many details as possible including dates, times, full details of complaint and which staff member it relates to, if appropriate.  The concern will be dealt with appropriately appropriately, please request a copy of our complaints procedure should you wish to do so. 

You can use the same form to send us your compliments!

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.


The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. 
Tel: 0345 015 4033 
Write: Millbank Tower, Millbank, London SW1P 4QP.