Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at The Oakwood Surgery.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint. Alternatively, ask to speak to our Practice Manager, Allison Edgeler. A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to

You can also use the link below.


If for any reason you do not wish to speak to a member of staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England

PO Box 16738


B97 9PT

03003 112233


Time frames for complaint

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you became aware of the matter about which you wish to complain.

The practice will aim to acknowledge all complaints within 3 business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating Complaints

The Oakwood Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.


The Oakwood Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s health record.

Third Party Complaints

The Oakwood Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide written consent for them to do so unless they are incapable (because of illness) of providing this. A third-party complaint form is available from reception.

Final Response

The Oakwood Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of the complaint.

Advocacy Support

·         POhWER support centre can be contacted via 0300 456 2370

·         Advocacy People gives advocacy support on 0330 4409000

·         Age UK on 0800 0556112

·         Local Council can give advice on local advocacy services

 Further Action

If you are dissatisfied with the outcome of your complaint from with NHS England or this organisation then you can escalate your complaint to Parliamentary and Health Service Ombudsman (PHSO) at either :

Telephone: 0345 015 4033.

Or to

Millbank Tower, Millbank, London, SW1P 4QP

Citygate, Mosley Street, Manchester, M2 3HQ