Complaints Policy


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Complaints Procedure

We always try to give you the best service possible but there may be times when you feel this has not happened.

Our Quality Team aims to respond to all complaints both promptly and courteously. Our procedure is not able to deal with questions of legal liability or compensation.

We hope you will use it to allow us to look into and, if necessary, put right problems you have identified or mistakes that have been made.

If you wish to make a complaint please contact our Quality Team.

Your complaint will be acknowledged within three working days and we aim to provide a full written response to your complaint within 28 working days.

Complaints can be made verbally, face to face, in writing or electronically using our online form

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.

Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach the Integrated Care Board.

Their contact details are below:

  • Telephone: 01522 309299  
  • E-mail:  
  • Postal address: NHS Lincolnshire Integrated Care Board, Complaints and Customer Care Team, Bridge House, The Point, Lions Way, Sleaford NG34 8GG.  

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Postal Address:
The Parliamentary & Health Service Ombudsman Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.