Complaints Procedure

Making a Complaint

We strive to give you the best possible levels of service and care, however there may be a time when you wish to make a complaint.

If you wish to speak to someone in person, please visit any of our Reception Desks, stating the nature of your complaint and the outcomes you would hope for your complaint to be resolved. Our Patient Advisors will be able to help you, but if there are any issues that they are unable to resolve, they will ensure your details are passed on to the relevant Department and someone who can help will contact you.

If you wish to write to us, please contact us using the following form:

Patient complaint form

Third party patient complaint form

By email to:      

By post to:                   Complaints Team, Crownhill Surgery, 103 Crownhill Road, Plymouth, PL5 3BN

On receipt of a written complaint, we will send an acknowledgement letter within 3 working days. We aim to investigate your complaint and give you a detailed explanation of events leading up to the problem that you encountered, an apology should you require one and any action we have taken to prevent these problems happening again.  We endeavour to respond to you within 28 days. If for any reason we are unable to respond within 28 days (for example we need to speak to a member of staff who is on annual leave), we will contact you to let you know.


Advocacy support for complaints

  • POhWER support centre can be contacted via 0300 456 2370
  • Advocacy People gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112
  • Local Council can give advice on local advocacy services



Further action


If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank



Citygate, Mosley Street


M2 3HQ

Tel: 0345 015 4033