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Complaints Procedure

You can raise a formal complaint in any of the following ways:

In person: just call in to the surgery and ask for the Practice Manager, who will listen to your complaint and then advise on the way forward. Obviously if the complaint is regarding the Practice Manager, then please ask to speak to Dr Marshall stating that it is about a complaint.


By Phone: as above but phone the surgery on 01522 537944.


In Writing: Put your complaint and any relevant information in a letter and address it to the Practice Manager with private and confidential on the envelope. Once again it can be sent to Dr Marshall if you feel that would be more appropriate. One of them will then contact you by phone, if possible within 3 working days to discuss the way forward and set some deadlines for completion of investigations etc. If you can not be contacted by phone within the 3 days we will send you a letter outlining a proposed plan for the investigation.


Support: Before putting in a complaint you may wish to seek advise and support from POhWER, which is the statutory NHS Complaints Advocacy Service. These can be contacted on 0300 200 0084 or by e-mail at or by post at POhWER, PO Box 14043, Birmingham, B6 9BL

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