Complaint Procedure

Our aim is to resolve any problem or grievance as soon as possible before it becomes a formal complaint.

If you have a complaint you should let us know as soon as the problem is discovered. This should be done in writing and addressed to the Practice Manager.

Your complaint will be acknowledged within two working days. We take any complaint seriously and aim to investigate it promptly to give you our full response to your complaint within ten working days.

Due to the strict confidentiality rule, if you are complaining on behalf of someone else, you should obtain a written consent from that person, unless he/she is incapable to do so due to illness or due to the fact that he/she is a child or some other cause.

If you are still not satisfied with our response to your complaint, you may write to the North Surrey Primary Care Trust at the address below:

Surrey Primary Care Trust
Cedar Court
Guildford Road
Leatherhead
Surrey KT22 9AE
Tel 01372 201700

The Primary Care Trust also offered a Patient Advice And Liaison Service (PALS) where you can get advice on this and other matters. You can access their web page Surrey PCT .