Complaints Policy


Customer service form

We aim to provide the best service possible at all times. There may be occasions when you feel this does not happen and if you wish to make a complaint about a doctor, nurse or any member of staff we have a complaints procedure. 

If you have had a good experience, we would also like to hear from you and thank you for taking the time to contact us as, this helps us understand what is important to patients, carers and visitors to our Surgery.

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 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:            

*    within 12 months of the incident that caused the problem; or

*    within 12 months of discovering that you have a problem

We would prefer any complaints in writing, but it can be made verbally in person or over the telephone and should be marked for the attention of the Practice Manager, Suzanne Ashworth, or any of the doctors. It can be sent via email to or may be sent in the post or handed to a member of staff at our reception desk. 


Informal Complaints

As a patient, relative or carer, you may wish to raise a concern about any aspect of your care but do not want to make a formal complaint.  We aim to respond to those complaints at the time, but if you are not satisfied, then you are entitled to make a formal complaint.  You may also make a complaint on behalf of someone else, provided you have their consent and the practice is satisfied you are acting in their best interests.  If the practice decides this is not the case, you will be notified in writing and an explanation given.

If you wish to make your complaint official, this can still be raised as an oral complaint, the complaint will be recorded and a copy of the written record given to you. It will be a great help if you are as specific as possible about your complaint.

If you would like to leave an anonymous comment or review, we welcome positive or negative feedback, there is a suggestions box in the surgery building right next to the main front door.


What we shall do

We shall acknowledge your complaint as soon as possible and we aim to look into your complaint promptly when you raise it with us, we aim to provide you with a written response as soon as a full investigation is completed. We will let you know if our investigation may be delayed, and keep you updated with the progress of your complaint.


We shall be in a position to offer you’re an explanation, or a meeting with the people involved.  When we look into your complaint we shall aim to:

*    find out what happened and what went wrong

*    make it possible for you to discuss the problem with those concerned, if you would like this.

*    make sure you receive an apology, where this is appropriate

*    identify what we can to make sure the problem doesn’t happen again.

If a resolution has not been reached, you have the right to take the complaint to the Health Service Ombudsman.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  Please complete the complaints consent form.


Complaining to NHS England (Surrey and Sussex)

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 NHS England (Surrey and Sussex) if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.                          

  •  Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
  • Email: Please write ‘For the attention of the Complaints Manager’ in the subject line
  • NHS England, NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT


You may also contact:


Healthwatch will work to help people get the best out of their health and social care services, providing them with advice and information on local services.

Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS)

Telephone: 0300 012 0122


Address: PO Box 1360, Crawley, WEst Sussex RH10 0QH

Getting involved with your practice and Coastal West Sussex CCG

If you would like to take part in patient surveys, received patient newsletters by email or make any suggestions for improved services please email us

If you would like to be involved and are interested in joining the Coastal West Sussex CCG membership scheme please call on 01903 708411 or email

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