How to make a complaint
Last Updated: Wednesday, 11 March 2026How to let us know about your complaint
Most problems can be sorted out quickly and easily, often at the time they arise with either the person concerned or with the Practice Manager
Please feel free to ask to speak to the Practice Manager, if they are not available we can arrange for them to contact you.
The details of our Practice Manager can be found in the Administration section of our Meet The Team page
Making a formal complaint
If you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.
In any event, this should be: within 12 months of the incident, or within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can. You can use our template complaint form linked on this page or simply write a letter.
You are unable to complain about someone else’s treatment without their written consent.
Our standard template includes a third-party authority form to enable a complaint to be made by someone else.
What we do next
We look to settle complaints as soon as possible. We will acknowledge receipt of written complaints within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s)concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can earn from it, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a response sent to you.
Complaints involving other organisations
If your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response. Above all we will always deal with your complaint in an open, transparent and respectful way.
What happens if I prefer to complain directly to the commissioning organisation?
From 1 July 2023, complaints about primary care services (GPs, dentists, opticians, pharmacies) to the commissioning body should be made directly to NHS Cheshire & Merseyside.
Contact details:
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Phone: 0800 132 996
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Post: Patient Advice & Complaints Team, NHS Cheshire & Merseyside, No 1 Lakeside, 920 Centre Park Square, Warrington WA1 1QY
If you already have an ongoing complaint lodged on or after 1 July 2022, NHS England will have told you that responsibility has transferred to NHS Cheshire & Merseyside. Complaints lodged before 1 July 2022 remain with NHS England.
If You Are Unsatisfied — Escalate to the Ombudsman
If, after going through the complaints process, you remain dissatisfied with how your case was handled or the outcome, you can approach the Parliamentary & Health Service Ombudsman (PHSO) for a final review.
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Phone: 0345 015 4033
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You can find further information and submit complaints via their website.
Time Limits & Help
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Normally, complaints should be made within 12 months of the event or within 12 months of becoming aware of it. In some cases, exceptions can be made.
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You are entitled to help in making your complaint, such as via an Independent Complaints Advocate (ICAS).
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You should be kept informed of progress and outcomes, and have the opportunity to discuss your complaint.
Find out more about how to feedback or make a complaint about an NHS service