Complaints Procedure

We always strive to deliver the highest standards of healthcare and to meet patient expectations for a timely and quality service to meet your clinical needs.

However, if the service you have received at this practice falls below your expectations you have the right to raise a complaint or concern. This is written into the NHS Constitution on GOV.UK.

If you would like to raise a complaint or concern about any aspect of care, treatment, or service you have received at this practice, we would welcome the opportunity to hear from you and work together to address your concerns as quickly as possible.

If you would like to raise a complaint or concern to the practice as the NHS service provider, you can do that by:

We also have a Comments and Complaints box at reception where you can leave feedback or make a complaint.

In any event, this should be:

  • Within 12 months of the incident
  • Within 12 months of you discovering the incident, giving as much detail as you can.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

Alternatively, if you feel that your complaint cannot be resolved locally at the practice, you can raise your complaint to NHS Norfolk and Waveney Integrated Care Board (ICB) as the commissioner of General Practice services in our area.

You can raise a complaint with NHS Norfolk and Waveney ICB by:

For more information about NHS Norfolk and Waveney’s Complaints process, please visit their website at

Please note that you cannot raise the same complaint to both organisations.