Practice Complaints Procedure

 If you have a complaint about the service you have received from any of the staff working at this Practice, please let us know.

We operate a Practice complaints procedure as part of the NHS system for dealing with complaints. Our procedure meets national criteria.

If you feel you need to complain

We hope that most problems can be sorted out easily and quickly, preferably 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, as this will enable us to establish what happened more easily.

Complaints should be addressed to the Practice Manager, in the first instance, or one of the doctors.

Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.

The Practice Manager will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

 Mechanism for dealing with a complaint

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 14 working days, due to the impact of the pandemic this timeframe maybe longer than normal but we would aim to respond fully within 28 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:

  • Find out what had happened and what went wrong;
  • Agree a plan on how your complaint will be dealt with and the timescales involved;
  • Make it possible for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology where that is appropriate;
  • 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 within 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 and delivered by the patient,  unless they are incapable (because of illness) of providing this.


We hope that if you have a grievance you will use our Practice Complaints Procedure. We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our Practice.

If you feel you cannot raise your complaint with us or that we have not resolved your complaint to your satisfaction then you can contact

NHS England

P O Box 16738


B97 7PT


Tel      0300 311 2233  Monday to Friday 8am to 6pm excluding English Bank Holidays

POhWER is the independent provider to deliver the NHS Complaints Advocacy in Derby City and Derbyshire.  If you wish to make a complaint about the surgery they can be contacted on


Tel       0300 456 2370 Monday to Friday 8am to 6pm

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website:

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website