Suggestions & Complaints

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please click on the link below and complete the form to send 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.

Want to make a complaint?

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 this form (to the left) and our patient services manager will deal with your concerns appropriately. 


Advocacy services

If your problem cannot be resolved

If your problem cannot be resolved at this stage then you can make a formal complaint to the Practice. If you do not wish to complain formally to the Practice, then please raise the issue with North East and North Cumbria Integrated Care Board in any of the following ways:

Telephone: 0191 512 8277


Write to:

Primary Care Complaints

C/O North of England Commissioning Support Unit

John Snow House

University Science Park



If you have had a final response from the Practice or North East and North Cumbria Integrated Care Board, but still feel like your issue still hasn't been resolved, you can ask the Parliamentary and Health Service Ombudsman to look into your complaint - call 0345 015 4033 or visit

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem OR within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within 28 days of the date you raised it with us, unless there are circumstances preventing this.  The maximum timeframe for responding to a complaint is set at six months.  During our response, you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate

Identify what the practice can do to make sure the problem does not happen again.