Complaints Process

Talk to us

If you have a complaint or concern about the service you have received from a doctor or any member of staff at this GP surgery, including Primary Care Network staff, please let us know. We follow an NHS complaints procedure that meets national standards, and all complaints are handled confidentially.

How to Make a Complaint

We hope most issues can be resolved quickly and informally by speaking directly with the person involved - for example, by requesting a face-to-face meeting.

If this is not possible and you wish to make a formal complaint, please do so as soon as possible. This helps us investigate effectively. Complaints should be made:

• Within 12 months of the incident, or
• Within 12 months of becoming aware of the issue

You can submit your complaint:

• To the reception team or reception manager
• Verbally or in writing
• Using a complaints form (available on our website or at reception)
• By email: supervisor.trmc@nhs.net

You may also request an appointment to discuss your concerns. Please provide as much detail as possible.

What We Will Do

We will acknowledge your complaint within 3 working days and aim to complete the investigation within 30 days from the date of complaint.

We will:

• Establish what happened and identify any issues
• Offer you the opportunity to discuss the matter
• Provide an explanation and, where appropriate, an apology
• Take steps to prevent similar issues in the future

Complaints on Behalf of Someone Else

We take patient confidentiality seriously. If you are complaining for someone else, we require their written consent unless they are unable to provide it due to illness. A third-party complaint form is available at reception.

Complaining to the NHS

We encourage you to use our practice complaints procedure first, as it gives us the best opportunity to resolve the issue.

However, if you prefer not to contact us directly, you can contact your local Integrated Care Board (ICB), who can investigate on your behalf:

• Phone: 08000 851 067
• Email: somicb.pals@nhs.net

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery or the ICB and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

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?

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.

Advocacy People gives advocacy support on 0330 440 9000

Age UK on 0800 055 6112

The Local council can give advice on local advocacy services.

Other advocates and links can be found on the PHSO website.

 

Published on 6th May 2026