Suggestions & Complaints

a person using a laptop computer

Complaints Leaflet

Please click below to access our complaints leaflet. 

Want to make a complaint?

a person looking at the camera

Complaints Form

Click here to open our complaint form. You can complain directly at the email shown on the right, or fill this form and email or fill this form and hand over to reception who will pass onto our Deputy Practice Manager

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please complete the form linked opposite and hand over via email or by hand and the practice manager will deal with your concerns appropriately. 

Our email for complaints are Please follow this format for the email subject line COMPLAINT NAME DOB


Most problems can be solved quickly and easily, often at the time they arise and this may be the approach you try first. Where you are not able to resolve complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possibly after the even and ideally after a few days. This helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident, or;
  • within 12 months of discovering you have a problem
  • If you are a registered you can complain about your own care. You are unable to complain about someone elses care without their consent (see below).

Written complaints should be sent to either: 


Complaints Manager

Chapelgreen Practice

High Green Health Centre

Thompson Hill


S35 4NF


What We Do Next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days and will agree with you a time period for resolving your complaint. You will then receive a formal reply in writing and may be invited to meet with person(s) concerned if this is deemed necessary.

When looking in to a complaint we attempt to see what has happened and why and to see if there is something that we can learn from this.

The final response letter will include details of the result of your complaint and also your right to escalate the matter futher if you remain dissatisfied with the response.


Complaining On Behalf Of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require written consent from the patient to enable you to speak on their behalf. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your cover letter.

We may need to correspond directly with the patient, or may be able to deal directly with the third party depending on the wording of the consent letter.

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please click on the link on the right and complete the form to hand them to us. Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

a person standing in front of a window

Click here to send us your suggestions. This will open a form you can fill and print or print and write by hand to drop at reception