Complaints Procedure



The Practice Complaints Manager is:

Vicky Kershaw (Practice Manager) or Abigail Rainer (Patient Liaison& Operation Manager)

Merridale Medical Centre,

5, Fullhurst Avenue,





We recognise that on occasions a person may feel disappointed or dissatisfied about the service . If that is the case  we would like to know as we always treat any complaints   seriously.

Informal complaints

Most problems can be sorted quickly and easily at the time they arise by liaising with our Reception or Admin Team Leaders.  Please ask to speak to one of them as they will be pleased to help you.                 

This may be the method which suits you best.

Formal complaints

If you would prefer to make a formal complaint, then please do so in writing as soon as possible, and mark your letter for the attention of Complaints Manager– Details see over leaf.

Timescales for dealing with any complaints

We always aim to deal with complaints as quickly as possible by replying or sending an acknowledgement within 10 working days of receipt. If the matter is likely to take longer than this we will let you know and keep you informed as to progress.

If your complaint involves a third party it will be necessary for us to liaise with them too before we can send a full response. (We may need your consent prior to doing this and will contact you if that is the case).

Complaining on behalf of someone else

We follow strict rules of patient confidentiality. If anyone   wishes to make a complaint on behalf of another person we will require written consent of the patient concerned first. If the patient is unable to provide written consent (due to illness or personal circumstances) please provide details in a covering letter.

Please note that we are unable to discuss any issue relating to someone else without their written permission to do so.


Further steps if you are dissatisfied

Changes to how you make a complaint about primary care from 1 July 2023 


You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the  NHS Constitution on GOV.UK. 

By primary care services we mean GPs, dentists, opticians or pharmacy services

There are two ways you can make a complaint

You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   

You can complain to Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB): this is the organisation that paid for the      service or care you received. 

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact LLR ICB instead of NHS England. 


You can do this by: 

Telephone: 0116 295 7572


Writing to us at:

Corporate Governance Team

NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB)                   

Room G30, Pen Lloyd Building
County Hall, Glenfield
Leicester, LE3 8TB


If you are dissatisfied with the outcome you can contact:

The Parliamentary and Health Service Ombudsman

Tel 0345 0154033