Comments & Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this Practice, please let us know.  We operate a Practice complaints’ procedure as part of an NHS complaints system, which meets national criteria.


How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.

If you would like to speak with us informally about any concerns, comments or suggestions you have, please ask to speak with a member of the management team. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible, your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.


Complaining on behalf of someone else

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 of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.


Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put it right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach the Integrated Care Board.

Their contact details are below:

  • Telephone: 01522 309299  
  • E-mail:  
  • Postal address: NHS Lincolnshire Integrated Care Board, Complaints and Customer Care Team, Bridge House, The Point, Lions Way, Sleaford NG34 8GG.  

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Helpline:0345 015 4033
Postal Address: The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.


NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.


Telephone: 0300 200 0084