Comments & Complaints

We welcome all types of feedback. It is encouraging to hear what we are doing well, and helpful to find out where you think we could make improvements. We have a book for your comments on the desk at reception.

Despite our best efforts, sometimes a patient may feel they have a genuine cause for complaint. We will always try to resolve this in-house where possible; if you are unhappy about any aspect of your care we suggest you discuss this in the first instance, with the member of the practice team you feel most comfortable with, who may be able to deal with the problem quickly and easily.

Should you feel you have cause to complain, in the first instance please contact the reception team to inform the senior partners Dr Shilpa Patel and Dr Diviash Thakrar.

How you make a complaint about primary care services is changing on 1st July 2023

From 1 July 2023, the way members of the public make a complaint about primary care services to the commissioner is changing.

By primary care services we mean GPs, dentists, opticians or pharmacy services.

There are two ways members of the public can make a complaint:

  • You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
  • You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

After 1 July 2023, if a member of the public would want to make a complaint about primary care services to the commissioner, they will now need to contact NHS North West London instead of NHS England.

They will need to do this by:

  • Telephone: 020 3350 4567 (This is an automated service. Please leave a message requesting a call back).
  • By E-mail
  • Writing to us at: Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD

If a member of the public wants to make a complaint directly to the provider of the primary care service, they still can – that does not change on the 1 July 2023

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

If you have any queries, please email us

You may wish to seek independent help with your complaint. You can contact the NHS Complaints Advocacy Service for more information:

Telephone: 0300 330 5454
Fax: 0330 088 3762
You can email them or visit the website

Their address is as follows:
NHS Complaints Advocacy, VoiceAbility
Mount Pleasant House
Huntingdon Road,
Cambridge CB3 0RN

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the details below.

NHS England

PO BOX 16738
B97 9PT
Tel: 0300 311 22 33
Contact NHS England

If you are unhappy with our response, you have the right to go to the Parliamentary and Health Service Ombudsman for an Independent Review. The Parliamentary and Health Service Ombudsman can be contacted as follows:

The Parliamentary and Health Service Ombudsman 

Millbank Tower
Tel: 0345 015 4033
Fax: 0300 061 4000

You can email them or visit their website