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How to make a complaint

Last Updated: Thursday, 02 October 2025

It's great to receive feedback about the Practice, and we use it to monitor our performance and identify areas for improvement.

​If you have had a poor experience, we would appreciate it if you could discuss it with us before taking any further action. There aren't many things we can't put right or at least explain by discussing them with you. Our Practice Manager or Deputy Practice Manager will always make time available to discuss patients' experiences. If they are unavailable at the time of your call, please speak with the Office Manager about your experience. A Receptionist can also take your details, and a team member will call you back as soon as possible.​

If you wish to make a written complaint without speaking to us first, you can do so in a simple letter addressed to the Practice Manager, or you can use our complaints form. Download it here.

Please refer to our complaints leaflet for more information on what to do and what you can expect from us.

There are several different ways to give feedback to the practice.

​NHS Choices. Follow this link to visit our NHS UK review page. We are notified when someone posts a comment on our NHS UK page. If you feel you want to make a negative post on this site or any social media site, we would encourage you to talk to us first.

​NHS Choices Family and Friends Test. If you received an SMS reminder for your appointment at the practice then you are likely to get an SMS message afterwards asking you to complete the NHS Friends and Family test survey. If you don't want to do that, then ignore the message. If you are visiting the surgery several times during a bout of poor health then the system is set so that you won't get a message every time you come.​

You can also fill in a paper form at reception when you visit the practice and leave it in the designated secure box next to the side door.

We report our Friends and Family's results to NHS England every month.

What happens if I prefer to complain directly to the commissioning organisation?   

From 1 July 2023, complaints about primary care services (GPs, dentists, opticians, pharmacies) to the commissioning body should be made directly to NHS Cheshire & Merseyside.

Contact details:

  • Phone: 0800 132 996

  • Email: enquiries@cheshireandmerseyside.nhs.uk

  • Post: Patient Advice & Complaints Team, NHS Cheshire & Merseyside, No 1 Lakeside, 920 Centre Park Square, Warrington WA1 1QY

If you already have an ongoing complaint lodged on or after 1 July 2022, NHS England will have told you that responsibility has transferred to NHS Cheshire & Merseyside. Complaints lodged before 1 July 2022 remain with NHS England.

If You Are Unsatisfied — Escalate to the Ombudsman

If, after going through the complaints process, you remain dissatisfied with how your case was handled or the outcome, you can approach the Parliamentary & Health Service Ombudsman (PHSO) for a final review.

  • Phone: 0345 015 4033

  • You can find further information and submit complaints via their website.

Time Limits & Help

  • Normally, complaints should be made within 12 months of the event or within 12 months of becoming aware of it. In some cases, exceptions can be made.

  • You are entitled to help in making your complaint, such as via an Independent Complaints Advocate (ICAS).

  • You should be kept informed of progress and outcomes, and have the opportunity to discuss your complaint.

Find out more about how to feedback or make a complaint about an NHS service