Complaints Procedure

We endeavour to always give you the best service possible, but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation.  We operate an in-house complaints procedure to deal with our complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to investigate and, if necessary, correct any problems that may have arisen.  In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

The procedure does not affect your rights to make a formal complaint to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to:  England.contactus@nhs.net

By telephone to: 0300 311 22 33

If you are not satisfied with the way their complaint has been dealt with by the provider, or commissioner, you can contact:

Parliamentary and Health Service Ombudsman
(PHSO)
Millbank Tower
Millbank
London
SW1P 4QP

By email to:   phso.enquiries@ombudsman.org.uk

By telephone to: 0345 015 4033

Please note, we must respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Your complaint should be addressed to the Patient Services Lead, this can be via the form or by emailing complaints.bancroftmc@nhs.net who will ensure that it is investigated thoroughly and as speedily as possible. We will acknowledge your complaint within 5 working days.  We aim to report back to you within two weeks although, in some cases, more time may be required.

We hope to address your concerns fully, provide you with a suitable explanation, and discuss any action that may be taken.

Bancroft Medical Centre Complaint form