We recognise that on occasions a person may feel disappointed or dissatisfied about the way they have been dealt with. 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 and Admin Team leaders. Please speak to 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 the Manager. (Contact details are given below)

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).

Please note due to the circumstances of COVID-19 response times may take longer. We appreciate your patience. 

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.


The Practice Complaints Manager is:

Vicki Kershaw or Abigail Rainer

Merridale Medical Centre,

5, Fullhurst Avenue,




Telephone: 0116 216 6996



Further steps if you are dissatisfied

If you are dissatisfied with the outcome you can contact:

Complaints Officer

NHS England

Fosse House

6 Smith Way

Grove Park



LE19 1SX


You also have the right to approach the Health Ombudsman at the following address:

The Parliamentary and Health Service Ombudsman

Millbank Tower




Tel 0345 0154033


NHS Complaints Advocacy Service (POhWER)



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