Complaints Procedure




If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  The first point of contact is our practice manager, Annette Galvin. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.


How to make a complaint

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager, Annette Galvin if you are submitting it in writing. You can use our complaints form below by clicking on the link below or you can collect a complaints form from our practice.  She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.


The Advocacy Project can help and advise Hackney residents who wish to make a complaint about any health and care services.


What we will do

We will acknowledge your complaint within 5 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations.


Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality.  If you are not the patient but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is included in our complaints form above.


Taking it further

If you remain dissatisfied with the outcome you may refer the matter to:

NHS England
The Complaints Team
PO Box16738
B97 9PT


The Parliamentary and Health Services Ombudsman
Millbank Tower


If you experience difficulties in contacting any of the organisations above, or would like to share your experiences of any health and care services, please contact Healthwatch Hackney.

Local health and care leaders have formally launched Hackney’s first-ever Health & Social Care Complaints Charter which aims to improve complaints handling for people who use local services.