Complaints Procedure

If you have a complaint or concern about the service you receive from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints conforms to the NHS Complaints Regulations 2009.

How To Complain

We hope that most problems can be sorted out easily and quickly, preferably 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. This is because it will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:

  • Within twelve months of the incident that caused the problem; or
  • Within twelve months of discovering the details of the incident that caused the problem

Complaints should be addressed to Samantha Maddox, Reception Manager or, in Ms Maddox's absence, Judith Goldsworthy, Practice Manager. Alternatively, you may ask for an appointment with Samantha Maddox in order 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 help us greatly if you are as specific as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within three working days and offer to discuss with you at a mutually convenient time:

  • The manner in which your complaint is to be handled; and
  • The period within which the investigation of your complaint is likely to be completed; and
  • The further period within which we agree a timescale with you for responding to your complaint. If the investigation is likely to take more than ten working days we shall aim to keep you informed of its progress. After completing the investigation we shall as soon as reasonably practicable send you a written response which will include:
    • An explanation of how the complaint has been considered; and
    • The conclusions reached in relation to the complaint, including any matters for which the complaint specifies, or which we consider, that remedial action is needed; and
    • Confirmation as to whether we are satisfied that any action needed in consequence of your complaint has been taken or is proposed to be taken.
  • Details of your right to take your complaint to the Health Service Commissioner under the 1993 Health Service Commissioners Act.

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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining To NHS England

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us.

In these circumstances you should contact:

NHS England
PO Box 16738
B97 9PT

Tel: 0300 311 2233

Complaining To The Parliamentary And Health Service Ombudsman

If you are not satisfied with our response, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. The Ombudsman is independent of government and the NHS. The service is confidential and free. There are time limits for taking a complaint to the Ombudsman although the Ombudsman can waive them if it is thought there is a good reason to do so.

If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint:

The Ombudsman may be contacted at:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP. Telephone (helpline): 0345 015 4033, Email: or Fax 0300 061 4000.

Further information is available at

Patient Advice and Liaison Service

You may also wish to contact the local PALS office on 0116 295 7011. They can offer support and advice about making your complaint.

West Leicestershire Clinical Commissioning Group

Our practice is included in this group whose contact details are:
West Leicestershire Clinical Commissioning Group
55 Woodgate
LE11 2TZ
Tel: 01509 567700

Local Services, Let
Geoffrey Hill & Co Solicitors