How to Complain



We welcome compliments, suggestions or concerns about the services you have received from the doctors or any staff working in this practice.

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We operate a complaints policy in line with NHS complaints procedure. Should you have a complaint or wish to comment about the service you have received from the Practice ideally this is best made in writing directly to the Practice Manager.   If you would like to discuss any concerns you can also raise this initially with the Reception Co-ordinator.

A patient information leaflet and the full policy regarding complaints can be obtained from reception and is also available on our website - see below.

Complaints concerning the NHS 111 Service should be directed to the NHS 111 Patient Advice and Liaison Service (PALS) on 01737 363866 or

If you have an enquiry or comment about NHS services you should contact Healthwatch West Sussex on IHCAS and Healthwatch West Sussex

Tel 0300 012 0122 or email

NHS England also:

PO Box 16738, Redditch, B97 3PT

Tel:0300 311 22 33


The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.

Complaints procedure

How to Complain - Leaflet

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