Complaints 2

We hope that if you have a problem, you will use our practice complaints procedure.

We believe this will give us the best chance of resolving whatever has gone wrong and

allowing us to improve our services.

Who to talk to

If you have any concerns, you can talk to any member of our staff initially. We will work

with you to resolve the issue without any formal process. It’s usually best to sort out

concerns within the practice. However, if you need to make a formal complaint, you

can do so through our Practice Manager.

If you find it challenging to raise your concerns with us because, for example, there

has been a breakdown in the patient-practice relationship, you can raise your

complaint with the ICB, who commission and pay for the NHS services you use by:

Email: at [email protected]

Telephone: 01924 552150*

*Monday to Friday, 9- 4.30 pm, excluding bank holidays.

Please note that the team receives many telephone calls daily and may be unable to

respond instantly.

In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose

House West Parade, Wakefield WF1 1LT

Please note: You cannot ask the ICB to consider the same concerns or complaints

you raised with us.

Citizens Advice Bureau also provides information and advice about making


Take it Further.

If you remain unhappy after receiving our final reply, you can ask the Health Service

Ombudsman to review your complaint independently.

Before taking this step, we hope you would let us know what aspect of the complaint

has not been dealt with satisfactorily and provide an opportunity for us to consider

whether there is anything further that could be done locally to resolve matters.

The Ombudsman is independent of the NHS and free to use. It can help resolve your

complaint and tell the NHS how to put things right if it has got them wrong.

The Ombudsman only has legal powers to investigate certain complaints. You must

have received a final response from the Practice before the Ombudsman can look at

your complaint. Unless there are exceptional circumstances, it will generally not

investigate your complaint if it happened more than 12 months ago.

Address: Parliamentary & Health Service Ombudsman

Tower 30


London SW1P 4QP

Phone: 0345 015 4033

Their lines are open: Monday to Thursday, 8.30 am to 5.00 pm | Friday, 8.30 am to 12


For more information, please read our Complaints Policy.