Complaints Procedure

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Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at The College Practice. We understand that we may not always get everything right and by telling us about the problem you have encountered , we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; all our staff are trained to handle complaints effectively. Alternatively, ask to speak to the Patient Liaison Officer.

Investigating complaints

The College Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.A complaint can be made verbally or in writing by letter. A Complaints Form is available from reception.

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The Patient Liaison Officer will confirm receipt of all complaints within three business days. They will aim to have the complaint completely resolved within 40 days.


The College Practice will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient’s healthcare record

Third party complaints

The College Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so . A Third Party Patient Complaint Form is available from reception.

Final response

The College Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.


Take it further

If you were to be dissatisfied with the response from the surgery giving time for them to look into the complaint, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:

Millbank Tower, Millbank, London SW1P 4QP

Helpline: 0845 015 4033


Or you may wish to contact

NHS Complaints Advocacy Service, SEAP Hastings, Upper Ground Floor, Aquilla House, Breeds Place, Hastings, East Sussex, TN34 3UY

Telephone: 0330 440 9000
Fax:                 01424 204687


However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.