Complaints Procedure

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.

If you have a complaint or concern about the service you have received from the practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. The complaints system meets national criteria.

How to complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.

If you wish to make a complaint, please let us have details of your complaint as soon as possible so that we can find out what happened. It helps us if you can give us as full details as possible.

You can ask for an appointment with Christine Benford in order to discuss your concerns. She will explain the complaints procedure to you and make sure your concerns are dealt with promptly.

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

What we will do

We will contact you about your complaint within 3 working days and discuss with you the best way to investigate it, including the time scales for a reply. We will aim to offer you an explanation within that time frame, or a meeting with the people involved.

We will look into your complaint to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Apologise where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (i.e. due of illness) of providing this.

Getting help

POhWER can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. Their telephone number is 0203 553 5960 and website is

If you are not satisfied with our response

If you are not satisfied with the way we have dealt with your complaint, you can contact South East London Integrated Care Board (SEL ICB). All services providing NHS care have a way of receiving comments and complaints about their services. If you have a comment or complaint about a GP service, hospital, mental health, community or other NHS service, you should raise this through that organisation’s comments and complaints system.

If you want us to know about your comment or complaint, please send a copy of your letter or comments to our dedicated email: [email protected]. The responsibility for investigating any issue arising from a complaint remains with the organisation that provided the service to you.

The ICB will retain personal information for the purposes of a complaint investigation only. To help us make improvements to the services you receive, anonymous information about your complaint may be shared as part of our reporting process. Should you have any concerns about these arrangements please contact us.


  • We want you to let us know if you are unhappy or have a suggestion about how we can do things better.
  • All complaints are treated in the strictest confidence.
  • Making a complaint will not affect your treatment or care.