Compliments & Complaints
Tell us what we did well, or how we can put something right.
We want to know if something hasn't gone well. Most problems can be sorted out quickly if you let us know as soon as possible. This page explains how to raise a concern, what happens next, and what to do if you're not happy with our response.
Talk to Us First
Many problems can be sorted out quickly and informally, often on the spot. If things haven’t gone the way you expected, please let a staff member or your clinician know right away. We’d rather hear about it immediately.
If you don’t want to raise it informally, or it hasn’t been sorted, you can file a formal complaint. Follow the steps below.
How to Make a Formal Complaint
You can make a complaint by:
- Speaking to a member of our team at the practice
- Calling us on 020 3728 2551
- Emailing nhsnwl.premiermedicalcentre@nhs.net
- Complete an online form here
Complaints are handled by our Complaints Manager, Roopa Rawal. If your complaint is about Roopa, please address it to our Practice Manager, Seema Ussene, instead.
Making a complaint on behalf of someone else
You can complain for a friend or family member. We usually need their written consent first. This keeps patient information safe. If the person you’re complaining for can’t give consent, like a young child, or someone who can’t make decisions, please tell us. We’ll explain what to do next.
Time Limits
Please raise your complaint as soon as you can. Ideally, do it within a few days or weeks. This makes it easier for us to look into properly.
The usual time limit for making a complaint is:
- Within 12 months of the event you're complaining about; or
- Within 12 months of you becoming aware of the problem, if this is later
If you have good reason for complaining later than this — for example, illness or bereavement — please tell us. We can use our discretion to look into a complaint made after this time limit, where it’s still practical to do so.
What Happens After You Complain
We’ll always try to give you a clear answer, in a way that’s easy to understand, and explain what we’ve found and what (if anything) we’re doing as a result.
If You're Not Happy With Our Response
If you remain unhappy after our response, you have two options. You don’t have to choose between them — you can use either, or both.
Option A — Ask your Integrated Care Board to look into it
Since 1 July 2023, you can complain about GP services either to the practice or to the commissioner of the service (the Integrated Care Board). Our local ICB is: NHS West and North London ICB
Option B — The Parliamentary and Health Service Ombudsman (PHSO)
The PHSO is independent of the NHS and free to use. They’re the final stage for unresolved NHS complaints in England. You can contact the PHSO if:
- You've already had a final response from us and remain unhappy with it; or
- You haven't received a final response within a reasonable time
You’ll usually need to have completed our local complaints process first, before the PHSO will look into it. Complaints to the PHSO should normally be made within 12 months of becoming aware of the problem.
Getting Support to Make a Complaint
If you’d like support or advocacy to help you make a complaint, the following organisations can help:
- POhWER support centre: 0300 456 2370
- Advocacy People: 0330 440 9000
- Age UK: 0800 055 6112
- Your local council can also advise on local advocacy services
Our Commitment to You
Raising a concern will never affect the care or treatment you receive from us. We take all feedback seriously — both compliments and complaints — and use it to help us improve.
We’ll treat your complaint fairly, openly, and confidentially. If your complaint relates to a member of staff, we’ll make sure they’re also treated fairly throughout the process.
Compliments and General Feedback
If you’ve had a good experience with us, we’d love to hear about that too — it helps us recognise good work and share it with the team. You can let us know by:
- ›Speaking to a member of our team at the practice
- ›Calling us on 020 3728 2551
- ›Email us at nhsnwl.premiermedicalcentre@nhs.net
- ›Complete an online form here
- ›Friends and Family Test
- ›Leave us a Google review here
Urgent help
Emergency? Call 999.
When we're closed, call NHS 111 or visit 111.nhs.uk.