Procedure for Complaints

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.

If you have a complaint or concern about the service you have received from the practice, please let us know.

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


How to complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.

If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened; It helps us if you can give us as full details as possible. This can be in writing or by emailing to

You can also ask for an appointment with Ann Cochrane (Patient Access Manager) or Ed Hillan (Practice Manager) in order to discuss your concerns. Our staff will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.


What we will do

We will contact you about your complaint within three working days and offer to discuss with you the best way to investigate it, including the time scales for a reply. We will aim to offer you an explanation within that time frame. Or a meeting with the people involved.

  • Find out what happened and what went wrong.
  • Invite you to discuss the problem with those involved, if you would like this
  • Apologise where this is appropriate.
  • Identify what we can do to make sure that the problem does not happen again.

Complaining on behalf of someone else

Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.


Getting help

You can contact Healthwatch Lewisham, 2nd Floor, Old Town Hall, Rushey Green, London SE6 4RU. They offer support, information and assistance to patients, relatives and visitors, and can provide an NHS Advocacy Service for Lewisham residents.
Tel: 020 8690 5012      Website:

The NHS Complaints Advocacy on 020 8690 5012  can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. The website is:

Lewisham Citizens Advice Bureau may also be able to help on 0800 231 54 53

NHS England has a Contact Centre

NHS England
PO Box 16738
B97 9PT

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

Tel: 0300 311 2233


If you are not satisfied

If you are not satisfied with the way we have dealt with your complaint, you can contact
the Parliamentary and Health Services Ombudsman on 0345 015 4033.

The website is:



We want you to let us know if you are unhappy or have a suggestion about how we can do things better.

All complaints are treated in the strictest confidence.

Making a complaint will not affect your treatment or care.