Complaints procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. Our practice complaints procedure is part of the NHS system for dealing with complaints and meets the national criteria.

How to complain

We hope most problems can be sorted out 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 formal 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 within 12 months of becoming aware of the problem.

Complaints should be addressed to the Practice Manager or you can arrange to meet with the Practice Manager in order to discuss your concerns. The complaints procedure will be explained to you, and your concerns will be dealt with promptly. Please be as specific as possible with your complaint.

What we shall do

We shall acknowledge receipt of your complaint within 3 working days explaining how the complaint will be investigated. We will investigate the points you have raised keeping you informed of progress and letting you know of any delays. We will then be in a position to offer you an explanation in writing or arrange a meeting if preferable to you.

Complaining on behalf of someone else

We do keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else we must have their permission to do so. A note signed by the person will be required unless they are incapable (due to illness) of providing this.

Complaining to the NHS Commissioning Board

We hope that if you have a problem you will use our practice complaints procedure as this gives us the opportunity to put things right and improve the services we offer. But, if you feel unable to raise your complaint with the Practice, you can contact NHS England as follows:

Email: (Please write 'For the attention of the Complaints Manager' in the subject line.)
Contact Number: 0300 311 2233

NHS Commissioning Board
PO Box 16738

> NHS England website

Complaining to the Parliamentary Ombudsman

If you remain dissatisfied with the response to your complaint you can ask the Health Service Ombudsman to review your complaint. Contact details are telephone 0345 015 4033 or

NHS Healthwatch Advocacy

Should you require further guidance and help with a new or existing complaint, Healthwatch Hampshire can support you via its NHS Healthwatch Advocacy service.

This Advocacy service is free, confidential and independent of the NHS. Advocates will not act on behalf of anyone else or tell you what to do. If you feel you would like the support of an advocate and want more information, then please call the Healthwatch Hampshire helpline or visit your local Citizens Advice Bureau.

T: 01962 440 262

Write to us (free) at:
Healthwatch Hampshire
Westgate Chambers
Staple Gardens
Winchester SO23 8SR

> Healthwatch Hampshire website

Winchester Citizens Advice Bureau

The Winchester Centre
68 St Georges Street
Hampshire SO23 8AH

Telephone: 08444 111306 (landlines)
03003 300650 (mobiles)
01962 848003 (Answermachine for ongoing cases / appointment changes)
Fax: 01962 848005
Web site: Winchester District Citizens Advice Bureau