Suggestions and complaints

The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important to constantly re-assess our procedures. Please leave any comments in the Suggestion Box in the waiting room.

The practice always tries to provide the best service possible but recognises that occasionally things don’t always go as you would wish. The practice operates an in-house complaints system in line with the 2009 Social Care and NHS Complaints Regulations.

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. If you would like to email the surgery our email address is We will acknowledge your complaint within 2 days and aim to report back to you within 10 working days, although in some cases more time may be required.

Please note that the practice must ensure strict adherence to the rules of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact the Practice Manager who will be pleased to assist you.

If you require any further information about our Complaints Policy please ask at reception for a Complaints Leaflet.

Many people regularly visit local primary care providers such as their doctor, dentist, optician, or pharmacy and have a positive experience. If you encounter any problems, you should always speak with a senior staff member, from whom you received treatment, advice, or care to give them the chance to address the issue promptly. This option has NOT changed. However, if you do not feel comfortable or believe it is  inappropriate to raise your complaint directly with your primary care provider, you must now contact the West Yorkshire Integrated Care Board (ICB) instead of NHS England. Please contact us by:
 Email:
 Telephone: 01924 552 150
 In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House
West Parade, Wakefield WF1 1LT
 Monday to Friday 9 to 5 p.m. excluding bank holidays.
Out of hours: Please leave a voice message about the best time to contact you to discuss the details.


Date published: 10th October, 2014
Date last updated: 30th June, 2023