Comments & Complaints

We aim to provide the best services possible but there may be times when you feel this has not happened. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by them in person. If you feel you have grounds for complaint, please discuss these with the member of staff concerned, when it is hoped any problem can be resolved at once. However, should you not wish to speak to the person concerned, please contact our Interim Deputy Practice Manager either directly or in writing. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. A complaints leaflet is available from reception on our procedure.

If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you can contact:

The Ombudsman can be contacted at: www.ombudsman.org.uk

Complaints helpline – 0345 015 4033 (Mon-Fri 8.30am-5.30pm)
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

London ICAS can be contacted at:

Merton Citizens Advice Bureaux Limited
7 Crown Parade
Crown Lane
Morden
Surrey
SM4 5DA

Tel: 020 8715 5545
Fax: 020 8715 0550
www.mertoncab.org.uk

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