Making a Complaint

If you have a complaint or concern about the service you have received 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 the NHS system for dealing with complaints. Our complaints system meets national criteria.

How to Complain

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

  1. within 6 months of the incident that caused the problem; or
  2. within 6 months of discovering that you have a problem, provided this is within 12 months of the incident

Complaints should be addressed to the Practice Manager or any of the Doctors.

Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. He/she will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we will do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint we shall aim to:

  1. find out what happened and what went wrong
  2. make it possible for you to discuss the problem with those concerned, if you would like this
  3. make sure you receive an apology, where this is appropriate
  4. identify what we can do to make sure the problem doesn't happen again

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.

Taking your complaints further

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 complain to other agencies, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You can contact any of the agencies listed below.

Complaints and Client Services Managers NHS England

Telephone: 0300 311 22 33 or email

The Independent Complaints Advocacy Service (ICAS)

ICAS provides free help and support for people bringing formal complaints to the NHS. This is an independent and confidential service available in this area through South England Advocacy Projects (SEAP).

(Support Empower Advocate Promote)
7th Floor Cavendish House
Breeds Place
East Sussex TN34 3AA
Tele: 0330 440 9000
Fax: 01424 204687

The Raleigh Surgery
33 Pines Road

Telephone: 01395 222499

Surgery opening hours
Monday to Friday 8.30am to 6.00pm