Complaints Procedure

We always endeavour to provide the best possible service. However, there may be an occasion when you feel dissatisfied and the information below explains what to do if you have a complaint.

This practice procedure does not deal with questions of legal liability or compensation.

We hope complaints can be resolved quickly as they arise and directly with the person concerned. However, if your problem cannot be dealt with as such, we would like you to let one of our reception team leaders or the practice manager know the details of your complaint, as soon as possible.

  • Within 12 months of the incident that caused problems
  • Within 12 months of discovering that you have a problem


  • Discuss any initial concerns with our reception team leaders. If you wish to proceed with your complaint, they will tell you how to proceed with this.
  • Ensure that the details of the complaint are specific, in order to that we can help you in the best way possible.
  • We will endeavour to acknowledge your complaint within 3 working days.
  • We will endeavour to have investigated your complaint in detail within 10 working days from the date of receipt of the form.
  • We should then be in a position to offer you an explanation and if necessary arrange a meeting with the people involved. A third party can accompany you, if a meeting is required.
  • Occasionally, if a lot of enquiries need to be made, this process may take longer, in which case we will keep you informed.
  • If you are complaining on behalf of someone else, his or her consent will be required before we can act.
  • We will try to resolve your concerns within the practice. However, if you are still dissatisfied, you may approach South East Complaints Hub at the following address:
    • Email:
    • Telephone: 0300 561 0290 
    • Address: NHS Frimley ICB, Aldershot Centre For Health, Hospital Hill, Aldershot, Hampshire, GU11 1AY

With our practice complaints procedure the practice will always do the utmost to achieve the aforementioned turnaround times to respond to any concerns or issues raised by our patients. However, there may be circumstances beyond our control i.e. due to mail service providers, public holidays and other contributory factors that prevent us doing so.

You may also approach PALS for help or advice:

The Patient Advice and Liaison Service (PALS) may also be able to help you. They provide advice, support and assistance to patients.

Please contact PALS if you need advice or information about how to raise a concern or make a complaint.

They will listen to what you have to say and will try to resolve any problems quickly and satisfactorily. If they cannot help you themselves, they will point you in the right direction.

If your complaint does not directly relate to the practice, but to another local service, please contact them directly as per the details below with full details of your complaint: Epsom Hospital – PALS

Between 10am and 4pm Monday to Friday, except bank holidays.
Phone: 01372 735243
Textphone (via Text Relay): 08001 020 8296 2508
Text message (deaf and hard of hearing only): 07975 232021