Complaints and feedback

Tell us when we get it wrong. It is the fastest way to fix it.

First step

Speak to reception, or ask for Ruth Kenward, the practice manager. Most problems are settled the same day.

Formal complaint

Put it in writing — post, email or a letter at reception — with what happened, when, and who was involved. We acknowledge within three working days and answer within 28. If it will take longer we say so and give a date.

You must complain within 12 months of the event, or of becoming aware of it. If you cannot complain yourself, a relative or advocate can do it for you, with your written consent.

If you are not satisfied

You can ask for the complaint to be reviewed by the senior partner. After that, you may take it to:

  • NHS England (London Region), by writing to the complaints team
  • The Parliamentary and Health Service Ombudsman, on 0345 015 4033 — after the practice has answered

Complaining does not affect your care.

Friends and Family Test

After an appointment you may be sent one question by text: how likely are you to recommend the practice? Results are displayed monthly in reception. Reply to the text or ask the receptionist for a card.

Compliments

They matter as much as complaints and get passed to the staff concerned. Email or tell reception.

Page last reviewed 2 September 2026. Next review 2026-14. If you spot something out of date, tell reception.