Make a formal complaint

We are committed to providing a professional, caring and efficient service to all our patients. Your feedback helps us understand what we are doing well and where we can improve. If something has gone wrong, please tell us so we can put it right.

Our employees are expected to carry out their duties in a professional manner and deal with patients with care, civility and efficiency and we welcome feedback from patients on our current working practice. You can discuss any concerns with staff directly as they arise so that we can deal with any issues immediately and we will do our very best to answer your question or to sort out any difficulty that you are having. If we have tried, but been unable to put things right and you wish to make a formal complaint, you can contact:

• Camilla Walker (Practice Business Manager); or
• Dr Susan Denton (GP Partner Complaints Lead)

How to Make a Complaint

It is always recommended that you try to raise your complaint in writing as this helps to make sure there is an accurate record of the concerns raised for everyone. You can do this by:

• Using the online Surgery Feedback form
• Emailing us at guildowns.feedback@nhs.net
• Writing to the surgery address: Guildowns Group Practice, The Oaks Surgery, Applegarth Avenue, Guildford, Surrey, GU2 8LZ
• Requesting a feedback form at our reception which you can complete and hand in at front desk.

If you need support with writing your complaint, please contact the Health Complaints Advocacy Service.

However, you can still make a complaint by phoning or visiting the surgery if you are unable to write to us.

Who Can Make a Complaint?

• Patients: If you have had a negative experience with our service, you may make a complaint about your own care. If your complaint also involves another organisation (e.g., social services), we may need your consent to speak with them.
• Someone Complaining on Behalf of a Patient: A friend or relative can make a complaint on a patient’s behalf, but we need written consent from the patient before we can discuss their care. Once we receive your complaint, we will request this consent from them directly. If the patient cannot give consent due to illness or an accident, please explain this in writing. We may still need to speak to the patient if possible. These steps ensure we follow strict rules on medical and personal confidentiality.

What to Include in a Complaint

Please provide:

• Patient’s full name

• Patient’s date of birth

• Details of the complaint, including (where possible):

  • Dates

  • Times

  • Names of staff involved

How We Handle Your Complaint

• We will acknowledge your complaint within 3 working days.

• We aim to complete our investigation and respond within 30 working days.

• We may contact you for more information or invite you to a meeting.

• If your complaint involves multiple organisations, you will receive a coordinated response.

Making a complaint will not affect your care or how you are treated.

When to Make a Complaint

You should make your complaint within 12 months of the event, or within 12 months of becoming aware of the issue We may accept complaints outside this time if there are good reasons for the delay and it is still possible to investigate fairly.

Support with Making a Complaint

The NHS has a general complaint form which makes it easier for people with learning disabilities to give feedback, raise concerns and make complaints. This complaint booklet will help you understand how to complete it. Advice on how to make a complaint can also be found on the Parliamentary and Health Service Ombudsman website at Complain for change: helping you make your complaint. They have produced a useful leaflet of basic, easy to follow steps on raising an initial complaint to the NHS and how to take it further if it isn’t resolved by your hospital. The leaflet is available in a variety of languages and formats, including Easy Read.

Further Information and After You Receive a Response

Further information is available in our complaints leaflet at: Complaints leaflet 2025

If you prefer not to complain to the surgery directly you can send your complaint directly to the NHS Surrey Heartlands ICB Complaints Team at:

• Block C, 1st Floor, Dukes Court, Woking, Surrey, GU21 5BH
• Tel: 0300 561 2500
• Email: syheartlandsicb.complaints@nhs.net

If you are unhappy with our final response, please let us know and we will review whether action can be taken. You also have the right to contact the Parliamentary and Health Service Ombudsman (PHSO) within 12 months: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, Tel: 0345 015 4033, Website: www.ombudsman.org.uk . Their service is free and independent.