Complaints Procedure

We offer an informal, practice-based complaints procedure to deal with comments, suggestions or complaints about the services we offer. Our aim is to give you the best possible service at all times, and we try to deal with problems that may occur swiftly and properly. We always try to provide the best possible service, but there may be times when you feel that this has not happened.

Complaints and Comments Form

The Mansion House Surgery Complaints and Comments Form can be downloaded here, when completed please hand in at reception or post it to us and make it for the attention of the Practice Manager.

Alternatively, if you would like to make a comment or suggestion (but NOT a complaint), you can also complete our online 'Comments & Suggestions' form.

Additional Information

Our practice procedure is not able to deal with questions of legal liability or financial compensation. We hope that you will use it to allow us to investigate any problems you have identified and allow us to put right any mistakes that have been made. If you use this procedure, it will not affect your right to take your complaint to the Ombudsman, details provided on the Complaints Leaflet, if we cannot resolve matters to your satisfaction.

Please understand that we have to respect patient’s confidentiality and individual patient’s consent will be necessary if a complaint is made by another person on their behalf.

If you wish to make a complaint please see our Complaints leaflet above for details.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed on our part to improve our service to you.