Complaints Policy and Procedure

We try to offer Patients the best possible service, however, if you are unhappy about anything, please let us know as soon as possible. We have a Practice Complaints Procedure as part of the NHS system for dealing with complaints.

How To Complain

We hope that most problems can be sorted 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 or of becoming aware of the matter complained about.

Complaints can be made directly to the Practice Manager in person, via telephone or by completing our complaints form and bringing it in or posting it back to the Practice Manager 01342 713031.

What We Shall Do

We shall acknowledge receipt of your complaint within three working days and 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 do to make sure the problem does not happen again.
  • Write to you on completion of a complaint investigation explaining how it has been resolved, what appropriate action has been taken and advising you of your right to take the matter to the Health Services Ombudsman if you are still unhappy.

If You Wish To Complain On Behalf Of Someone Else

Please note that we keep strictly to 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 or our Complaints form signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

CDHC - Complaint form & Third Party Consent (PDF, 294KB)

CDHC - Complaints procedure leaflet (PDF, 391KB)

NHS England

If you do not want to complain to us directly, you can instead make a complaint to:
NHS England
PO Box 16738
B97 9PT
Tel: 0300 311 22 33

The Health Service Ombudsman

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033 


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The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

Need Further Help?

Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS)

Healthwatch West Sussex provides a free and independent health complaints Advocacy service (IHCAS) which helps local people explore options for getting their voice heard when they feel something has gone wrong with their health service.

IHCAS provides guidance and support on how to make a complaint.  For more information please visit

Telephone: 0300 012 0122

The Billingshurst Community Centre
Roman Way
West Sussex
RH14 9QW

Independant Complaints Advocacy Service (ICAS)

The Independent Complaints Advocacy Service (ICAS) also provides advice and support to people who want to complain about the NHS. Details are at This website also contains information on the NHS complaints procedure

Click here for details about Accessible Information and how to inform the practice if you need information in a specific manner (e.g. braille).

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