Suggestions & Complaints

Complaints Procedure

a person looking at the camera

It is the policy of our practice to give an effective, prompt and positive response to all complaints received from patients.

If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this practice, please let us know. 

How to make a complaint

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. 

Complaints should be addressed to Mrs Lin Rees our Practice Manager. We request that all complaints are written so as to ensure that all the facts are correct, this can either be by completing a complaint form which is available to collect at reception or by sending a letter.

We would like you to be as specific as possible about your complaint tp ensure a thorough investigation.

What will the practice do?

We will acknowledge your complaint within 3 working days and aim to respond to you in full within 10 working days. If we expect it to take longer, we will explain the reason for the delay and when we expect to finish our investigation.  

When reviewing your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Identify what we can do to make sure the problem doesn’t happen again.

We review all complaints and discuss with relevant staff members to improve patient experience and safety and develop our services. 

We always encourage individuals to always raise their concerns directly with us as the provider. However, should patients wish to complain to commissioners, from 1 July they can do so by the following means:

  • Email:
  • Phone: 01726 627975
  • Post: NHS Cornwall and Isles of Scilly, Part 2S, Chy Trevail, Beacon Technology Park, Dunmere Road, Bodmin. PL31 2FR


Complaining on behalf of someone else

We are bound by strict rules around confidentiality. If you are complaining on behalf of somebody else we will require a signed letter of consent from the individual. 

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please click on the link below and complete the form to send them to us. Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.