Comments, suggestions and complaints.

We strive to improve the services we provide and welcome any comments you have which will help us to do that. Constructive suggestions from patients to improve any part of the practice are always welcome.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible to enable us to establish what happened more easily.

Complaints will be discussed openly and taken seriously. If you have a comment or complaint about the service that you have received at the surgery, or if you have a problem with any member of the team, please ask to talk to the practice manager who will be pleased to help.

We will ensure that any comment or complaint is taken seriously and will be investigated. All written complaints will be acknowledged in writing within 3 working days. A reply and/or the opportunity to talk about the matter will be arranged to resolve issues within 14 working days of the initial contact.

If a patient does not want to complain directly to their GP practice they no longer have to go through NHSE. 

 NHS Frimley ICB are responsible for investigating complaints for the services mentioned above in Surrey Heartlands. 

 They can be contacted via:

 Telephone:   0300 561 0290



 South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill



GU11 1AY

 Complaining on behalf of someone else.

 Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 Effective from 1st April 2018  the Healthwatch Surrey advocacy service will be provided in partnership with Surrey Independent Living Council (SILC). Healthwatch Surrey is an independent local watchdog that gives the people of Surrey a voice to improve, shape and get the best from health and social care services.

The service will provide free support for people through to the NHS complaints process.

The contact details will be as follows;

Telephone: 01483 310 500 (10am-4.30pm Mon-Fri excluding bank holidays).


Text: 07704 265 377