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Complaints Procedure

We hope that you will always be happy with the services you receive from us, and our Practice Manager, Emma Allwright is always willing to listen to any suggestions or comments you have to make.

If, however, you need to make a formal complaint, please ask to speak to Emma, or if you prefer, put the details in writing to her.

We will acknowledge your complaint within three workings days, and will investigate your complaint fully. You will then be advised of the results of our investigations – in line with our complaints policy.

Our details can be found on our Contact Us page.

Or you may wish to contact

You can contact the South East Complaints Hub via the new contact details below:

From Monday, 1 April, the postal address is now:

South East Complaints Hub
NHS Frimley Integrated Care Board
King Edward VII Hospital
St Leonards Road

Phone number: 03005610290

Take it further

If you were to be dissatisfied with the response from the surgery giving time for them to look into the complaint, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding.

Referral to the Health Service Ombudsman should be made direct to the address given below:

Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP

Helpline: 0845 015 4033
Online: Ombudsman website


However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.