Complaints policy

If you have comments, suggestions, or a complaint about the service we provide, please let us know.

We do appreciate that we can all make mistakes, and that misunderstandings can occur. If so we apologize, but please let us know so we can put it right in the future.


We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer it can be made either verbally or in writing to any member of staff or doctor. This can be done by:

  • Speaking in person
  • Telephoning the surgery on 0208 548 5960
  • Writing, giving full details of the complaint to Practice Manager

Every effort will be made to answer your concerns as soon as possible.

If you do wish to make a complaint we would ask you to let us know as soon as possible after the event, normally within six months. Please include contact details, who or what is being complained about, where and when the events of the complaint happened and where possible what you would like us to do – offer an apology, or an explanation or make changes to services.

We have a duty of confidentiality to patients. Complaints from a third party must, where possible, have the written consent of the individual concerned.

If you do not feel able to approach someone in the practice, you may contact NHS England.

You can download a full copy of our complaints procedure by clicking on the link below. It explains how your concerns will be handled.


Complaints Policy Procedure