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Complaints Procedure

The doctors and staff at this practice are committed to providing high quality Healthcare and services to patients.


We are constantly trying to monitor and improve our services to our patients. The practice welcomes any suggestions or comments you may wish to make to help us in our quest.

Comments or suggestions may be made either in writing or by speaking to the practice manager or anonymously by leaving a note in reception.

If you have a complaint or concern about the service you have received from the practice, please let us know. 

We operate a complaints procedure as part of the NHS system for dealing with complaints.  The practice complaints procedure meets National criteria.

How to Complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out. 

However, if your problem cannot be sorted out in this way you may wish to make a formal complaint.

Please let us have details of your complaint as soon as possible so we can find out what happened.  It helps us if you can give us as full details as possible. 

Complaints should be addressed to the Practice Manager or anyone of the Partners.  (Please note the Partners have responsibility for all complaints but may devolve this responsibility to the Practice Manager with your consent).

You can obtain a complaints form from reception if this would help you.

You can ask for an appointment with the Practice Manager in order to discuss your concerns.  She will explain the complaint’s procedure to you and will make sure that your concerns are dealt with promptly.


Or if you prefer you may wish to talk to someone not involved in your care, in which case you can ask the NHS England to investigate.  It is up to the NHS England to decide whether or not to investigate the complaint.


You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

What Happens Next


When we receive a complaint, we will decide whether we can resolve the complaint within 24 hours by taking immediate action.  If this is not possible and the need for investigation is required under the formal process, we shall acknowledge receipt of the complaint within 3 working days.  If necessary, we will also clarify with you any parts of the complaint that are not clear. We will offer you the opportunity of a discussion (which might be by telephone or a meeting) to agree a plan of how the complaint will be handled including any reasonable timescales for investigating and concluding the complaint. We will advise you of any subsequent delays in our investigation and the reason for this delay.  A revised review date will be agreed with you.


When we look at your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Apologise for the difficulties and distress you may have experienced
  • Identify what we can do to make sure the problem does not happen again
  • Learn from the experience

Complaining on behalf of someone else


Please note that we keep strictly to the rules on medical confidentiality.  Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A signed authority/consent note from the person concerned will be required unless they are incapable (due to illness) of providing this.

We hope that you will use our practice complaint’s procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

Alternatively you can contact:

NHS England

PO Box 16738


 B97 9PT

Tel: 0300 311 22 33



If you are dissatisfied with the outcome of the local resolution, you may request that your complaint is considered by;

Healthwatch Sutton Complaints Advocacy

Advocacy for All is delivering the Healthwatch Complaints Advocacy Service (HCAS).

The complaints advocacy service is available to residents of the London Borough of Sutton who need advice and support to complain about health and social care services. You can access the service by telephoning Advocacy for All on 0845 832 0044 Monday to Friday 9.00 am to 5.00 pm. They will contact you within 5 days and, in most cases arrange a face to face appointment with one of the specialist Healthwatch advisers.


Getting Help


NHS Complaints Advocacy in London

If you need any help from an independent body you may wish to contact the Voiceability Independent Complaints Advocacy Service on telephone number 0300 330 5454 or Textphone Number: 0786 002 2939. They can help write letters for you and assist you to present your case if you wish and their service is free of charge.

VoiceAbility delivers NHS Complaints Advocacy across many boroughs of London and can support you in making your complaint

Visit to find out:

Contact Information

Name: NHS Complaints Advocacy

Address: C/O VoiceAbility
United House
North Road
N7 9DP







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