Complaints Procedure

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 complies with national standards.

How to complain

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 resolved in this way, we would ask you let us know as soon as possible, and if this is not possible then within 6 months of the incident.

Complaints should be addressed to the Practice Manager, Lorraine Corkain, or alternatively we can arrange an appointment to discuss your concerns. Lorraine will explain the complaints procedure to you and ensure the matter is resolved promptly. You will find a link to the complaints form.

Complaints Form (

How we will deal with your complaint

We will acknowledge your complaint in writing within 3 working days of receipt.

We will aim to resolve your complaint within 10 working days. If this cannot be achieved we will keep you informed of the likely timescale.

When we investigate your complaint we will;

  • Find out what happened and what went wrong
  • Make it possible to discuss the problem with those involved, if you would like this
  • Make sure you receive an explanation and apology, if appropriate
  • Take steps to ensure the problem does not happen again

Complaining on behalf off someone else

Please note that we adhere strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we need to know that you have their permission to do so.

Complaining to the clinical commissioning group

We hope that you will contact the practice in the first instance if you have a problem, however if you feel you cannot do this or you are dissatisfied with the outcome of our investigation you can contact the CCG; Risk and Complaints Manager, Pemberton House, Colima Avenue, Sunderland Enterprise Park, Sunderland, SR5 3BX

You may also wish to contact the Patients Advice and Liaison Service on free phone 0800 731 2326.