Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors, or any of the staff attached to the Practice, please let us know. We operate a Practice Complaints Procedure, which meets national criteria of the NHS for dealing with complaints.

Complaints Leaflet



How to complain

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. Ideally this will be within days because this will enable us to establish what happened more easily. However, if this is not possible please let us have your complaint in writing to the Practice Manager, within six months of the incident, or within six months of discovering that you have a problem, provided this is within twelve months of the incident.


What happens next

We will normally acknowledge your complaint within two working days, and aim to look into your complaint within ten working days. We shall then be in a position to offer you an explanation, or invite you to a meeting with the people involved. You may bring someone with you to the meeting.

The purpose of the meeting will be to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned
  • make sure you receive an apology, if this is appropriate
  • identify what we can do to make sure the problem will not recur

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we will need their written permission to discuss the matter with you.

Exceptions to this are if you are complaining on behalf of your child, or on behalf of someone who is mentally incapacitated.


Complaining to NHS England

Our Practice Complaints Procedure is designed to help us put right anything that has gone wrong and to improve our service to patients. However this does not affect your right to approach the local Area Team for NHS England if you feel you cannot raise the complaint directly with us, or if you are dissatisfied with the result of our investigation. 

Complaints regarding the provision of local NHS Services can also be raised with Ashford Clinical Commissioning Group, Inca House, Trinity Road, Ashford, TN25 4AB,

Phone: 03000 424815

If writing to the Practice regarding a complaint please address it to:

Lois Cavallaro, General Manager
Willesborough Health Centre, Bentley Road, Ashford, TN24 0HZ