Complaints
How to raise a concern
We would rather hear about a problem than not. Most concerns can be sorted out quickly by talking to us; this page explains the formal route if that does not work.
Last updated 8 September 2026. This page is a template prepared for the practice and is to be reviewed by the practice manager before launch.
Tell us first
Speak to the doctor you saw or to reception, call 020 8920 3129, 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.
What happens next
- We acknowledge your complaint within three working days.
- The practice manager, or a doctor not involved in your care, investigates. We may ask to meet you.
- 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.
If you are still not satisfied
- The Independent Sector Complaints Adjudication Service (ISCAS) offers independent review of complaints about independent healthcare providers that subscribe to its code. Ask us whether the practice subscribes: iscas.cedr.com.
- The Care Quality Commission does not investigate individual complaints but wants to know about concerns with a provider’s care: cqc.org.uk/give-feedback-on-care.
- Concerns about a doctor’s fitness to practise can be raised with the General Medical Council: gmc-uk.org/concerns.
- Concerns about how we handle your information can be raised with the Information Commissioner’s Office: ico.org.uk.
Our commitment
Making a complaint will never affect the care you receive. Complaints are recorded, reviewed by the practice, and used to improve how we work.