Comments / Complaints

COMPLAINTS PROCEDURE

• We always try to give you the best service possible, but there may be times when you feel this has not happened.

• If you wish to make a complaint, please phone or write to our Practice Manager, Mrs Julia Mercer. She will take full details of your complaint and decide how best to undertake the investigation.

• We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within seven days. Occasionally, if we have to make further enquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting. If you choose to make a complaint in writing, we would expect you to do so within six months of your having realised there were grounds for complaint.

• We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

Click here for details of official complaints protocol