Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients. 

We will always be willing to hear if there is any way that you think that we can improve the service we provide. 

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of the NHS complaints system, which meets national criteria. 


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 you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. 

Download complaint form here (pdf)

If it is not possible, your complaint should be submitted: 

  • Within 12 months of the incident that caused the problem 
  • Or after 12 months if there were good reasons for not making the complaint within that time limit and despite the delay, it is still possible to investigate matters effectively & fairly 

You should address your complaint in writing to the Practice Manager (you can use the attached form) who will deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. 

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. 


We will acknowledge your complaint within 3 working days and aim to have it investigated within 10 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish.

When we look into your complaint, we will: 

  • Investigate the circumstances 
  • Make it possible for you to discuss the problem with those concerned 
  • Make sure you receive an apology if this is appropriate 
  • Identify what we can do to make sure the problem doesn’t happen again

You will receive a final letter setting out the result of any practice investigations.


Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. 

What you can do next

Before making a formal complaint, you may find it helpful to seek advice from PALS – Patient Advice Liaison Service.

Tel: 0300 561 0250

Email: scwcsu.palscomplaints@nhs.net

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. 

You may feel that your complaint should be investigated at a higher level. If this is the case, you can contact NHS England:

Complaints Officer 

NHS England

Tel:0300 311 22 33

Email: england.contact@nhs.net

You may like to be aware that you are also able to contact the NHS Ombudsman directly. They will help you if you wish to make a complaint about the NHS in England.

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank
London SW1P 4QP

Telephone: 0345 015 4033

You may also find it helpful to contact the NHS complaints advocacy service. In our area, this is the Swan Advocacy who can support Wiltshire residents to make a formal complaint about the care or service they received from the NHS.

Tel: 03333 447928 Email: reception@swanadvocacy.org.uk


Help us get it right 

We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.