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Our Complaints Policy


If you have been unhappy with any part of your visit to Chartfield Surgery, you have a right to make a formal complaint.


The first step is to talk to your doctor or to a member of staff about what has happened. We will be able to help with any problems you are experiencing, or if we can’t help at the time, we can direct your issue to someone who can.


If this does not help to resolve your issue, or if you would still like to make a formal complaint, you will need to follow our Formal Complaints Procedure.


Formal Complaints Procedure


You should make your complaint in writing wherever possible. This is because our team may have to investigate the matter after you have made the complaint, and it will make the process faster if we have a copy of your complaint in writing. If you are unable to make your complaint in writing, you should let us know by phone.


Once you have made your complaint, we will acknowledge your complaint within 3 working days, and if appropriate, we will offer a meeting to discuss your concerns. Please note that during the COVID-19 pandemic this may not be possible.


After we have acknowledged your complaint, we will investigate the matter. We will then provide you with a full response within 10 working days.


If you are satisfied with the resolution of the matter, we will close the complaint.


If you are unsatisfied with the resolution, you have a right to raise the matter with the Parliamentary and Health Service Ombudsman. This service deals with complaints regarding NHS services.


The Ombudsman can be contacted on, or by post using the following address:


The Parliamentary and Health Service Ombudsman
Millbank Tower




Tel: 0345 015 4033

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