Complaints and compliments

We try to provide a good and comprehensive service for all of our patients, and our staff are trained to high standards in order to achieve this.

If you like what we do, please tell us. It is good to know what we do well, as we can then continue and expand these services.

If, for any reason, our service falls short of your expectations we also want to know so that we can consider ways of improving. This page explains our complaints procedure, and what you can expect to happen should you have cause to make a complaint.


Please tell the receptionist if you are not happy about the service we provide. The receptionist will take any steps possible to resolve your complaint at that time. If that is not possible then the receptionist will take down details of your complaint, give you a copy, and pass the details to the Practice Manager or a GP Partner. If you prefer, please put your complaint in writing to the Practice Manager, Mrs Karen Gabriel. It is important that you let us know as soon as possible so that we have relevant details to hand, and at least within the following time limits:

  • Within 6 months of the incident that caused the problem, or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident


We shall acknowledge receipt of your complaint within 3 days and aim to have looked into the matter within 14 days. We shall then offer an explanation, or meeting with the people involved if considered necessary. Our intention will be to:-

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem, if you would like to
  • Ensure you receive an apology where appropriate
  • Identify what we can do to prevent the same thing happening again

The maximum time to complete a full written response will not exceed 28 days.


Please not that we maintain the strictest confidentiality where patients’ medical records are concerned, therefore if you are complaining on someone else’s behalf we will need a signed note from the other person confirming that you have their authority to do so.

We hope our procedure will enable us to put right whatever may go wrong, but if you are not satisfied with the outcome you may contact:-

Integrated Care Board (formerly known as the Clinical Commissioning Group (CCG)): telephone 0115 8839570 or email [email protected]

Postal address: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU

Patient’s complaints advocacy is provided locally by POhWER, and can be contacted on 0300 020 0093.


From 1 July 2023, if you wish to make a complaint about primary care (GP, Dentist, Pharmacist or Optician), please contact the service directly. Alternatively,

Email [email protected]

Telephone: 0115 8839570 or

By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

Date published: 10th October, 2014
Date last updated: 24th July, 2023