How to Make a Complaint

Making a Complaint


If you wish to raise a concern or a complaint please ask to speak to the Practice Manager on 01260 272331 or in writing, if you wish. Your complaint will be acknowledged within 3 working days and you will receive a response within 25 working days or the timescale agreed with you. You can also make a complaint to the NHS Cheshire and Merseyside Integrated Care Board (ICB)

It may be possible to arrange a conciliation / mediation meeting to discuss your complaint.  This can happen before and / or after an investigation has been undertaken.  Sometimes a meeting is useful in resolving a complaint.

Please call us to discuss your options.

Please note you should not make a complaint to the practice and directly to NHS England regarding the same matter.

Can I get help with making my complaint?

The ICB has a dedicated Patient Experience Team who will handle your complaint.

If you would like to submit a formal complaint, then the service can be reached via

the contact points on the ICB website at:

You can also write to:

NHS Cheshire and Merseyside

No 1 Lakeside,

920 Centre Park,


What if I am still unhappy?

If you are unhappy with the response to your formal complaint you can consider taking your complaint to the Ombudsman.   You can do this after all attempts for a local resolution have been exhausted.

You should do this within 12 months of the date of the letter telling you about the outcome of your complaint.  You have the right to ask the Ombudsman to review your case.  The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations.  Their contact details are :

Health Service Ombudsman

Telephone 0345 015 4033