How to notify us of a compliment, comments or a complaint.

Compliments, comments and complaints

We will always do our best to provide a great service and great patient care. However sometime we do get it wrong. If something has happened which you are unhappy about, in the first instance you can discuss the matter with our Practice Manager, Lisa, over the telephone, and she will try to put things right and make improvements where possible. It may be possible for her to answer your questions and resolve your query straight away. Please be aware making a complaint about our practice will not adversely affect your current or future treatment. We always welcome feedback.

The Practice is always happy to pass on positive feedback and compliments to our staff when they have delivered an excellent service. Please raise with Practice Manager

The Practice is always open to suggestions from patient and PPG members - Please speak to reception about contacting the Practice Manager

Making a formal complaint

If you are unhappy with the Practices response to your complaint you can go higher.

The NHS Choices website explains the NHS complaints process here

  • Made within 12 months of the event
  • Made within 12 months of you realising that you have something to complain about

If you are unable to make a complaint yourself, then someone can act on your behalf with your written consent. We can accept complaints from:

  • A person acting on behalf of a child, normally the parent or legal guardian
  • A person acting on behalf of a patient who has died, normally the next of kin
  • Someone who has suffered hardship or injustice as a result of actions of the NHS

NHS England are another contact for complaints

In writing:
NHS England
PO Box 16738
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 English Bank Holidays)
They will take a note of your complaint and arrange for it to be passed to a case officer.


Contact Us

The Village Surgery
South Liverpool NHS Treatment Centre
32 Church Road
L19 2LW
Tel: 0151 295 9020