Complaints Procedure

Complaints Policy

We are committed to providing a quality service that meets your expectations but recognise that things can go wrong.  If they do, we would like to put it right.  That is why it is important that you raise any concerns you might have as soon as possible.  The quicker you tell us, the easier it is to establish the facts and resolve the issue.

However, if you wish to make a formal complaint, please do so in writing to our address (Peel Croft Surgery) or by email to Mrs Trish Dunn; Trish.dunn@nhs.net  

What we ask of you

Please tell us in your complaint letter where possible:

• What went wrong

• The date and time of incident 

• What you consider to be an acceptable redress or resolution of your complaint

• Any other points you consider relevant.  

Stage 1

We will acknowledge your letter within five working days of receipt of the complaint.

A full response to your complaint will be made within twenty eight days of receipt of the compliant.  If the investigation is still in progress after twenty eight days a letter will be sent explaining the delay and you will be kept informed.

If you remain dissatisfied following the final response, then you can request a review of complaint, known as Stage 2.

Stage 2

Please contact Dr Faarup in writing to request a review to the above address.

We will acknowledge your letter within five working days of receipt of the complaint.

A full response to your complaint will be made within twenty eight days of receipt of the compliant.  If the investigation is still in progress after twenty eight days a letter will be sent explaining the delay and you will be kept informed.

We will also offer to meet with you in order to resolve the issue.

Stage 3

If you remain dissatisfied with our handling of your complaint, you can escalate this to an independent adjudication service.  We should be able to advise you on this course of action.