Complaint 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 GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.


How to complain

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.

If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem; or
  • Within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the GP surgery team in writing and a copy of the full complaint procedure can be obtained upon request to the surgery. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.


What we will do

We will acknowledge your complaint within three working days. We will then begin a thorough investigation of the complaint raised and you will receive a full written response. When we investigate your complaint, we will aim to:

  • Find out what happened and what went wrong.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.


Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining to WY ICB Complaints Team

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

If you are unsatisfied with the response to your complaint you can raise your complaint with the WY ICB Complaints team:

WY ICB Complaints Team

White Rose House

West Parade



Telephone: 01924 552150 (9am-5pm Mon-Fri excl. Bank Holidays)

Email: [email protected]

Note that you must give specific consent for the WY ICB to contact the practice and any other healthcare providers that you may have attended so that they can investigate your complaint.

You also have the right to contact the Parliamentary & Health Service Ombudsman for help with any complaint you feel has not been resolved.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

If you need any help or support to pursue your complaint you can contact the NHS Complaints Advocacy Service – Healthwatch Calderdale, Elsie Whiteley Centre, HX1 5ER.  Tel: 01422 39433

Email: [email protected].  This service is free and is not part of the NHS.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.