How do I make a complaint about my GP, Optician, Dentist or Pharmacy?
All practices are required by law to have a clear complaints process. If you wish to complain directly to the provider, this will be through the Practice Manager.
You can do this in writing, face to face or by telephone. They must provide you with a written account of your concerns and should be able to help you to resolve issues that you are unhappy about.
Your complaint should be acknowledged by the Practice within 3 working days. You should be informed about the length of time it will take to investigate your complaint. You should also agree on a date with the Practice Manager when you will receive your complaint response. While your complaint is being investigated you should be kept up to date by the Practice Manager.
A complaint should be made within 12 months from the date the issue occurred or from when it came to your attention. In some cases, if there is good reason why you could not complain sooner, and it is still possible to investigate your complaint, then the time limit may be changed.
Who can I speak to if I don't want to complain to them directly?
If you do not want to make your complaint directly to the practice, you can complain to NHS England contact centre:
0300 311 22 33
PO Box 16738, Redditch, B97 9PT
Where can I go for support to make a complaint about the NHS?
You can get free support to help you make a complaint about the NHS by using the Independent Complaints Advocacy (ICA) service.
Healthwatch England and the Citizens Advice have also produced some resources available here in relation to GP complaints, NHS Dentist complaints, Opticians and Pharmacy complaints.
