Make a complaint

How to make a complaint or compliment the Practice

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 resolved  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.

If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that
  caused the problem; or
• Within 6 months of discovering that you
  have a problem, provided that this is within
  12 months of the incident

Complaints should be addressed to:

Mrs Pauline Drummond
Practice Manager

Alternatively, you may ask for an appointment with Mrs Drummond to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint

We will acknowledge your complaint within three working days and aim to respond to your complaint within 28 days of the date when your raised it with us. We will then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we 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 this;
• Make sure you receive an apology, where this is appropriate;
• Identify what we can do to make sure that the problem does not happen again.

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we will require written permission from the patient (unless they are unable to provide this) before we can discuss details of their care with you.

Please see our complaints leaflet here - 2025 Complaints Leaflet

Escalating your complaint

We hope that, if you have a problem, you will use our practice complaints procedure as this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to escalate your concern to an external body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you can find out more on how to escalate or get help with your complaint below: