Complaints Procedure

Complaints Procedure


Complaints Procedure for Patients

If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know.

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

Complaints can be made in the first instance either orally or in writing to any of our staff.

What We Will Do

We will acknowledge receipt of your complaint within 1 working day, either orally or in writing, and will offer to discuss the matter with you and seek to resolve whatever issues that have arisen in our service to you. We will agree a time-line to be able to investigate and get back to you if we cannot resolve the problems to your satisfaction there and then.

We always aim to investigate and deal with all complaints efficiently and speedily.

We will send you a written report on the investigation as soon as reasonably practicable if you would like us to. If you would prefer not to receive anything in writing please do let us know.

If we are not able to meet the response deadline we have agreed with you, we will contact you to advise why and negotiate another timescale.

When we look into your complaints, we will aim to:

  • find out what happened and what went wrong
  • advise you what we will do to put the matter right
  • make sure you receive an apology where this is appropriate
  • identify what we can do to make sure the problem does not happen again.

Contact any of us by phone: 020 7183 0553 or email [email protected]