Complaints Procedure

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Montpelier Surgery.

We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to Talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint and they will try to resolve this; alternatively, please ask to speak to the complaints manager, Emma Cartledge, Practice Manager.

A complaint can be made verbally or in writing.

A copy of our Complaint Policy and form are available to download. Additionally, you can complain via the reception desk at the practice.

Further actions

If you are dissatisfied with the outcome of your complaint you can seek further guidance from:

Healthwatch Brighton and Hove
Community Base
113 Queens Road,

Tel: 01273 234040

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel: 0345 015 4033

Care Quality Commission
Newcastle Upon Tyne
NE14 4PA

Tel: 0300 061 6171

Time frames for Complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The complaints manager will respond to all complaints within three business days. Furthermore, they will provide regular updates for you regarding your complaint, whilst aiming to have the complaint completely resolved within 40 days.

Investigating Complaints

Montpelier Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.


Montpelier Surgery will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient’s healthcare record.

Third Party Complaints

Montpelier 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 to download, or from the practice.

Final Response

Montpelier Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.