It is the policy of this practice to give an effective, prompt and positive response to all complaints from patients and to ensure that such complaints assist the practice to improve its service in the future.

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. Our complaints system meets national criteria and operates as part of an NHS system for dealing with complaints.

Giving feedback

To provide feedback:

How to complain

We hope that most problems can be sorted out easily and quickly at the time they arise. However, if you do need to make a formal complaint, please let us know in writing as soon as possible, ideally within a matter of days. If this is not possible then within 6 months of the incident that caused the problem or within 6 months of discovering you have a problem provided it is within 12 months of the incident.

Complaints should be addressed to the practice manager. We request that all complaints are written so as to ensure that all the facts are correct, this can either be by completing a complaint form which is available at reception, sending a letter or emailing us through the website here contact-the-practice/.

It will help greatly if you are as specific as possible about your complaint.

What will the practice do?

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 28 days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and when we expect to finish our investigation; we will make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations.

When reviewing your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned if you would like to
  • Ensure you receive the appropriate apology
  • Identify any steps we can take as a practice to ensure the problem does not happen again
  • Put these steps into action

Complaining on behalf of somebody else

Please note that Abbey Road Surgery keeps strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A written consent letter signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Complaining to the NHS

We hope that if you do have a complaint you will use our practice complaint procedure. We believe this will give us the best chance of resolving the issue satisfactorily and provide an opportunity for us to improve our practice. However, this does not affect your right to approach NHS England if you feel that you cannot raise the complaint directly with us or if you are dissatisfied with the result of our investigation.

From 1 July 2023, NHS England delegated responsibility for complaints and patient feedback relating to primary care services, to local ICBs. Patients and members of the public should still contact the provider directly for the majority of feedback, but where they may wish to provide feedback or make a complaint regarding the commissioning of primary care services, this should be directed to the ICB. Please ensure that your patient communications are updated appropriately with the following information:

HWEICB patient experience team

You can contact the patient experience team by email at or phone the team on 01992 566122

If you are dissatisfied with the outcome:

You have the right to approach the Parliamentary & Health Service Ombudsman.

The Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank

0345 0154033


You may also contact the Independent Complaints Advocacy Service (ICAS), for independent and impartial information, advice and support with your complaint on:

0300 456 2370



Related information

Complaints leaflet (PDF)