How to make a complaint
Last Updated: Wednesday, 18 March 2026How to let us know about your complaint
Most problems can be sorted out quickly and easily, often at the time they arise, either with the person concerned or with the Practice/Deputy Manager. Please feel free to ask to speak to the Practice Manager or Deputy Manager. If they are not available we can arrange for one of them to contact you.
Making a formal complaint
If you are unable to resolve your complaint in this way and wish to make a formal complaint, you should do so, preferably in writing, as soon as possible after the event, ideally within a few days. This helps us establish what happened more easily.
In any event, this should be: within 12 months of the incident, or within 12 months of you discovering that you have a problem.
State your case clearly giving as much detail as you can. You can use our template complaint form linked on this page or simply write a letter.
You are unable to complain about someone else’s treatment without their written consent. Our standard template includes a third-party authority form to enable a complaint to be made by someone else.
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt of written complaints within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this, we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined, and a final response sent to you.
Complaints involving other organisations
If your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The response letter will include details of the result of your complaint and your right to escalate the matter further if you remain dissatisfied with the response.
Above all we will always deal with your complaint in an open, transparent and respectful way.
What happens if you feel you cannot raise the complaint with the Practice directly?
We believe talking with us will give the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
However, if you prefer to talk to someone else, then Healthwatch can support you with a complaint and are also able to arrange someone to act as your advocate (tel 0300 68 3000 or email enquiries@healthwatch.co.uk). You can also speak to the Patient Advice and Liaison Service (PALs) (tel 0800 132996 or email enquiries@cheshireandmerseyside.nhs.uk).
You can also make a complaint direct to the commissioning body NHS Cheshire and Merseyside (tel 0800 132996 or email enquiries@cheshireandmerseyside.nhs.uk).
How to escalate
If you are not satisfied with the response to your complaint, you have the right to take your complaint to the Parliamentary & Health Service Ombudsman. For more information contact their helpline on 0345 015 4033 or visit the website www.ombudsman.org.uk.