Complaints and feedback
This page follows the NHS complaints procedure, which is the same for every GP practice in England.
How to complain to us
You can complain in person, by phone, in writing or by email. Phone us on 01451 830625.
Who can complain
You can complain about care or treatment you had from us, or about something we did, or did not do, that affects you or is likely to.
Someone else can complain for you if you ask them to. They can also complain for a patient who has died, or for someone who cannot complain themselves because of a physical condition or because they lack the mental capacity to. They can complain for a child if there is a good reason the child is not complaining themselves.
When to complain
Complain within 12 months of what happened, or within 12 months of finding out about it. We can still look at a later complaint if you had a good reason for the delay and it can still be looked into properly and fairly.
What happens next
- We will acknowledge your complaint within 3 working days.
- We will offer to talk to you about how your complaint will be handled and how long it is likely to take.
- We will look into it and write to you with the findings, any action taken or planned because of it, and how to take it further if you are not happy.
- If we have not sent you a written response within 6 months, or within a longer time you agreed, we will write to tell you why.
Complaining to the ICB instead
You can complain to your local integrated care board (ICB) instead. The ICB is the NHS organisation that pays for our services. You can complain to us or to the ICB, but not to both.
Find your local integrated care board on the NHS website
If you are not happy with the response
You can ask the Public Service Ombudsman (formerly the Parliamentary and Health Service Ombudsman) to look at your complaint. It independently investigates complaints about the NHS in England. Complain to us, or to the ICB, first. Then contact the Ombudsman within 12 months of knowing about the problem.
Phone the Ombudsman on 0345 015 4033 or make a complaint about the NHS on the Ombudsman's website.
Help to complain
You can get free help from an NHS complaints advocate at any stage. Your local Healthwatch, an independent organisation, can tell you who provides NHS complaints advocacy in your area, and helps make sure your feedback is listened to.
Feedback and complaints about NHS services on the NHS England website
Feedback
take part in the Friends and Family Test
leave a review on the NHS website
phone us on 01451 830625
drop your thoughts into the suggestion box in reception
You can also give anonymous feedback through the NHS Friends and Family Test, which asks about your overall experience. To fill it in, ask us.
The Friends and Family Test on the NHS England website
Patient participation group
Every GP practice must have a patient participation group (PPG): a group of its registered patients who give the practice their views on its services.
The practice must go through feedback about its services with the group, to agree any improvements.
To find out more about it, ask us.
The complaints procedure on this page is set by the NHS complaints regulations 2009.
Confirmed by Stow Surgery on 28 October 2026