Complaints Procedure

Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. 

If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened.

Complaints should be addressed to the our practice manager in writing to The Isleworth Centre, 146 Twickenham Road, Isleworth, Middlesex, TW7 7DJ. Please be as specific as possible about your complaint, telling us:

  • When it happened
  • Who was involved
  • What the problem is
  • What you are seeking to achieve from this complaint

What we will do

We will acknowledge your complaint within three working days. We will then offer you an explanation or a meeting with the people involved, if you would like.

We will investigate your complaint by speaking to the people involved, reading through your medical record and listening to the relevant phone calls. Depending on the nature of the complaint this can take several weeks.

We will then reply in writing.

Where appropriate, we will change our processes and discuss any learning points to be taken from your complaint with our team at the surgery.

Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this. We will let you know what we need when we see the complaint.

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.