Suggestions, comments and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

If you would like to give us any feedback or wish to make a complaint, please use our Feedback triage.

Complaints Policy

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. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Castle Meadows 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; our staff are trained to handle complaints. Alternatively, ask to speak to the complaints manager, Andrew Ball, 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

Telephone: 03003 112233


A complaint can be made verbally or in writing. A complaints form is available from reception.

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

Castle Meadows Surgery will investigate all complaints effectively and in conjunction with current legislation and guidance.


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

Third party complaints

Castle Meadows Surgery 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

Castle Meadows Surgery 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 which you can view by visiting our Privacy Notice page.

Advocacy support

  • POhWER support centre can be contacted by telephoning 0300 456 2370
  • SeAp Advocacy gives advocacy support can be contacted by telephoning 0330 440 9000
  • Age UK can be contacted by telephoning 0800 055 6112

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:

Parliamentary Health Service
Ombudsman (PHSO)
Milbank Tower

Tel: 0345 015 4033