Complaints Policy

We like to know when things go well but we also need to know when things could be improved upon.

If you have any problems concerning your care, or experience, the local service where you received your care would be the first place to raise your concerns.

We hope that your problems can be sorted out easily and quickly often at the time they arise.  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, ideally on the day.  In any event please let us have the details of your complaint within 12 months of the incident.

Complaints should be addressed to Nurse Jo Grace, alternatively you may ask for an appointment with  Jo Grace to discuss your concerns.  If Jo Grace is not appropriate or available then Dr Bull can be contacted.

What we will Do:

We will acknowledge your complaint within 3 working days of receiving it and will aim to have looked in to your complaint and responded fully to you within 21 working days.  If this is not possible in the timeframe(eg if the problem is complex or we need time to gather further information) we will keep you informed.

When we look into your complaint we will:

  • Find our what happened and what went wrong.
  • Enable you to discuss the problem with those concerned if you would like this.
  • Make sure you receive an apology as appropriate.
  • Identify what we can do to put things right and prevent this happening to anyone in the future.

The outcome will be put in writing to yourself.

Please know that by raising any complaints or concerns with us your future care will not be affected in anyway.

If your do not wish to contact the surgery you can complain directly to NHS England via:


Tel: 0300 311 22 33 or British Sign Language Service

NHS Choices “Feedback and Complaints”

The Parliamentary and Health Service Ombudsman website [Not Working] contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet [Not Working] explaining the procedure of bringing a complaint to the ombudsman.