Suggestions and Complaints

The Practice Manager handles all complaints about our services. We record all complaints and write to acknowledge all complaints within three working days. We aim to respond to all complaints within 10 working days, although in some cases more time may be required. Due to strict rules of confidentiality, if you are complaining on behalf of someone else, we will require written permission. Where a complaint is about a Doctor, you have the right to choose to discuss this with another Doctor in the Practice if you wish.

Copies of our Practice Complaints Procedure are available at Reception.

You can lodge a complaint verbally via the Practice Manager or by email SWLICB.Hartlandwaysurgery@nhs.net or post.  You may also lodge your complaint through a representative.

If you are not happy with how your complaint has been dealt with and would like to take it further, you can contact the Parliamentary and Health Service Ombudsman which makes final decision 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 www.ombudsman.org.uk/make-a-complaint
Call  0345 0154033
Fax  0300 0614000
Email: phso.enquiries@ombudsman.org.uk

If you prefer to write, the postal address is:
The Parliamentary and Health Service Ombudsman
Milibank Tower
Milibank
London
SW1P 4QP