We always try to provide the best possible service , but there may be times when you feel this has not happened. The reception staff are usually able to deal with most minor complaints, but if you wish to make a complaint of a more serious matter, then please telephone or write to the Practice Manager. Please note any complaints regarding a doctor or nurse must be put in writing.

We aim to acknowledge complaints within 5 working days and we then try to investigate and report back the findings within 14 days from acknowledgement.

Our practice complaint procedure is not able to deal with questions of legal liability or compensation. We hope you will allow us to look into, and if necessary correct any problem or mistakes that you have identified. If you use this procedure it will not affect your right to complain to the NHS England Health Authority. (telephone number: 0300 311 22 33)

To complain about a UK government organisation or the NHS in England you can contact the Health Ombudsman in the following way:

  • visit their website:
  • Call their customer helpline on 0345 015 4033 between 8.30am - 5.30pm Monday-Friday
  • Send a text to their call back service: 07624 813 005

Please note that we have to respect our duty of confidentiality to patients. If a patient does not make a complaint in person, then his/her written consent will be necessary to allow us to discuss the matter with another person./

Eagle House Surgery complaints procedure

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