Complaints Procedure

Your feedback matters'At Neetside Surgery, we recognise that we may not always get everything right. If you’ve experienced a problem, letting us know helps us to improve both our services and the care we provide to our patients.

Most concerns can be resolved quickly and informally. If you have a complaint, please speak to a member of our team—our staff are trained to listen and respond appropriately.

Making a formal complaint

If you wish to make a formal complaint, this must be submitted in writing and addressed to our Complaints Manager, Becci Wise. You can send your complaint via email to:

Complaints should be made within 12 months of the incident or from the date you became aware of the issue.

Once we receive your complaint, we will acknowledge it promptly and carry out a thorough investigation. We aim to share our findings with you as soon as possible and will keep you updated throughout the process.

We handle all complaints confidentially, in line with current legislation and guidance. Please be assured that any documents related to a complaint are kept separate from your medical records.

Neetside Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.'