Folly Lane Medical Centre

01925 417247

Complaints and compliments

We take complaints very seriously.  If you want to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager by telephone or, if you prefer, in writing.  Every effort will be made to answer your concerns as soon as possible and we will reply to you within 10 working days.

We welcome any feedback you have about this website and also about our practice and the services we provide.

Please write to

Emma Smith
Practice Manager
The Medical Centre
Folly Lane
Telephone:  01925 417247
Complaints Procedure

The purpose of the complaints procedure is to enable patients who are dissatisfied with any aspect of the service given by the Practice and to bring this to our attention, so that we can review and rectify any issues where necessary. All complaints will be treated in the strictest of confidence and the practice will ensure that the patient or representative is made aware of any confidential information to be disclosed to a third party (e.g. NHSE).

Making a Complaint

Most problems can be resolved quickly and easily, often at the time they arise and this may be the best approach to try first by raising the issue & asking for an explanation from a member of staff.

Where you are not able to resolve the issue in this way and wish to make a formal complaint you should do so in writing, as soon as possible after the event (ideally within a few days) in order to help us to establish what happened more easily. In any event this should be within the following timescales:-

Time limits for making complaints:-

The period for making a complaint is normally:

(a) 12 months from the date on which the event which is the subject of the complaint occurred; or

(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

The practice will ensure that the complaint is investigated in a manner that is appropriate to resolve it speedily and effectively and proportionate to the degree of seriousness that is involved. Formal complaints should be addressed to the Practice Manager.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority, see section ‘Complaining on Behalf of Someone Else’.

What Happens Next

We aim to settle complaints as soon as possible; we will acknowledge receipt within 3 working days and tell you the date by which we will aim to respond. Where the complaint has been raised with us but is clear it is a result of another organisation’s action we will (after obtaining your consent) forward it to that organisation for their investigation and response. Although we will aim to look into and resolve the complaint within 28 working days you should note that this may take longer depending on the investigations required. If the matter is likely to take any longer we will keep you informed; in most cases these should be completed within six months unless all parties agree to an extension.

Complaining on Behalf of Someone Else

Please note we are unable to discuss any issue relating to someone else without their express permission, which must be in writing. We may still need to correspond directly with the patient, or may be able to deal direct with the third party but this depends on the wording of the authority provided. A complaint can be made by (or with consent) on behalf of a patient i.e. as a representative.

A Representative may also be:-

  • someone acting on behalf of a patient/ former patient who lacks capacity under the Mental Capacity Act 2005 (i.e. who has Power of Attorney etc.) or physical capacity to make a complaint and they are acting in the interests of their welfare
  • someone acting for the relatives of a deceased patient/former patient
  • by either parent or, in the absence of both parents, the guardian or other adult who has care of the child; by a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989; or by a person duly authorised by a voluntary organisation by which the child is being accommodated

The practice will consider whether they are acting in the best interests of the patient and (in the case of a child) whether there are reasonable grounds for the child not making the complaint on their own behalf. In the event a complaint from a representative is not accepted, the grounds upon which this decision was based will be advised in writing.

In all cases where a representative makes a complaint in the absence of patient consent, we will require the written consent off the patient to confirm that they are unhappy with their treatment and that have assigned you to raise the complaint 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 the patient giving their consent in the complaints letter.

Complaint Process

1)Initial complaint to be raised verbally with Reception staff.

2)If initial verbal complaint is unsatisfactory this should be escalated to Senior Receptionist.

3)If complaint is unresolved at this stage a formal complaint needs to be put in writing to the Practice Manager.

Final Response

Our final response to a formal complaint will be provided to the complainant in writing. The response will be the final one, with the practice satisfied it has done all it can to resolve the matter at local level.

If you are not satisfied with the outcome of the investigations, you have the right to take your complaint to the Parliamentary Health Service Ombudsman;

Parliamentary and Health Service Ombudsman

Millbank Tower





Website – us/

or visit the ‘Making a complaint page’ at (to complain online or download a paper form).

Alternatively the complainant may call the PHSO Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday or send a text to their ‘call back’ service: 07624 813 005