Complaints Procedure

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Carden & New Larchwood Surgery.

We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to Talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint and they will try to resolve this; alternatively, please ask to speak to the complaints manager Caroline Gladman, Practice Manager.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England
PO BOX 16738
B97 9PT

Tel: 03003 112233

A complaint can be made verbally or in writing. You can submit your complaint via our Feedback and Complaints form. Additionally, you can send an email to

Further actions

If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel: 0345 015 4033

Time frames for Complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating Complaints

The practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.


The practice will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient’s healthcare record.

Third Party Complaints

The practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.

Final Response

The practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.