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 in order for your complaint to be resolved. Our Receptionists will be able to help you, but if there are any issues they are unable to resolve, they will ensure details are passed to the relevant Department and someone who can help will contact you.

If you wish to write to us, please contact us:

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 within 3 working days and this may take the form of either direct contact such as a telephone call or an acknowledgement letter.  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.  Normally, this should be within 10 working days. If for any reason we are unable to respond within 10 working 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.

If you would prefer not to complain directly to the Practice, then you can make a complaint to the commissioner of the services instead.  NHS England is responsible for purchasing primary care services including GPs, and you should contact them if you wish to complain about any of these services. 

By post to:                 NHS England, PO Box 16738, Redditch, B97 9PT

By email to:      

Please state: ‘For the attention of the complaints team’ in the subject line.

By telephone:            0300 311 22 33 (Monday to Friday 8am to 6pm, excluding Bank Holidays)

More detailed information on how to make a complaint to NHS England can be found at:

 Or contact     PALS         Patient advice and Liaison Services based at Derriford Hospital

By telephone:               01752 439884 (Monday to Friday 9am to 4pm, excluding Bank Holidays)

 What to do if you aren’t satisfied with our response

If you have complained to the Practice but are unhappy with the outcome of your complaint, then NHS England will not be able to reinvestigate the same concerns. In this case you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government. 

By post to:                 The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

By telephone:            0345 015 4033    If you have problems with your hearing or speech then you can use a textphone (minicom) on 0300 061 4298. (Calls to these numbers cost the same as a call to a UK landline.)

More detailed information on how to make a complaint to the Ombudsman can be found at: