Complaints and feedback

Complaints Procedure

You can make your complaint in person, by phone, by email/online form or in writing.

We have a two-stage complaints procedure.  We will always try to deal with your complaint quickly.  But if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

  • Stage One:  early resolution.  We will always try and resolve your complaint quickly within five working days if we can
  • Stage Two:  investigation.  We will look at your complaint as this stage if you are dissatisfied with our response at Stage One.  We also look at some complaints immediately at this stage if it is clear that they are complex or need detailed investigation.  We will acknowledge your complaint in three working days, and we will give our decision as soon as possible but in no more than twenty working days

If after receiving our final decision you remain unsatisfied with our decision or the way we have handled your complaint, you can ask the SPSO to consider it.  Further information can be found at www.spso.org.uk

Suggestions and Feedback Form

Only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form.

Complaints Form

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately.

Page last reviewed: 02 April 2026
Page created: 04 July 2025