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Complaints and compliments

Pausing the NHS complaints process

Due to the ongoing COVID19 pandemic NHS England and NHS Improvement are supporting a system wide “pause” of the NHS complaints process which would allow all health care providers in all sectors to concentrate their efforts on the front-line duties and responsiveness to COVID19.

This means that you can still raise a concern or make a complaint in the usual ways, using the contact details below. However, all complaints once received and logged will remain open until further notice, unless an informal resolution can be achieved, or if you choose to withdraw your complaint. If you have a new complaint, please email the Patient Advice and Complaints Team at or you can call on 0118 982 2719/2720 for advice.

The CCG’s complaints, compliments and concerns policy provides details on how we will deal with complaints and concerns raised by members of the public and patients in usual circumstances. For those individuals who already have an open complaint with the CCG, we will endeavour to complete the investigation as soon as possible, but if it requires any clinical investigation or information from third party NHS organisations then this will also be paused until further notice.

We will continue to review and acknowledge all new complaints and will act upon any concerns about patient safety or safeguarding. However, we will not investigate the complaint or respond until further notice.

Please note that of 26 March 2020, the Parliamentary and Health Service Ombudsman has stopped accepting new NHS complaints and has stopped work on open cases.

We will resume our complaints service as soon as possible. In the meantime, thank you for your patience and understanding.

You can download our Complaints Policy here.

Independent Primary Care Contractors

If you have a comment or a complaint about a GP, dentist, optician or pharmacy that cannot be resolved by the Practice Manager, you can contact NHS England:

Phone: 0300 311 2233

SEAP - Local Health Complaints Advocacy Service

If a patient feels they have not had the service they expected from the NHS and want to complain, the law states that they have the right to an advocate. The Health Complaints Advocacy Service can provide help and support to those making a complaint. Advocacy services are confidential and provided free of charge.