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

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned or with the Practice Manager. For example, by requesting a face-to-face meeting to discuss your concerns.

If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the GP surgery team verbally or in writing to the Practice Manager. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.

Our Complaints Form

What we will do

We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within ten 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.

We will send you a written explanation within 25 working days.


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. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.


Complaining to NHS England

If you wish to make a complaint about primary care services to the commissioner, you will need to contact North Central London (NCL) Integrated Care Board (ICB) instead of NHS England.


You can do this by:

Telephone: 020 3198 9743

E-mail: [email protected]

Post: North Central London Integrated Care Board

Complaints Team, Laycock PDC, Laycock Street, London, N1 1TH

If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance.

To complain about a UK government organization or the NHS in England you can contact the Health Ombudsman in the following manner:

  • Visit their ‘Making a complaint page‘ to complain online or download a paper form.
  • Call their Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday
  • Send a text to their ‘call back’ service: 07624 813 005