Complaints and how to raise a concern

We would rather hear about a problem than not, and most concerns are sorted out quickly by talking to us. Speak to the doctor you saw or to reception, call 07460 466684, or email info@gpline.co.uk with “Complaint” in the subject line. Please tell us what happened, when, and what you would like us to do. If you are complaining on behalf of someone else, we will need their permission before we can share their information with you.

We acknowledge a complaint within three working days. The practice manager, or a doctor not involved in your care, looks into it and may ask to meet you, and we send a full written response within twenty working days — if it will take longer, we tell you why and when to expect it. The response explains what we found, what we will change, and how to take the matter further if you remain unhappy.

Making a complaint will never affect the care you receive. Complaints are recorded, reviewed by the practice and used to improve how we work. Concerns about a doctor’s fitness to practise can also be raised with the General Medical Council at gmc-uk.org/concerns.