You can complain about a GP surgery by first using its own complaints process and, if needed, escalating to NHS bodies such as NHS England and then the Parliamentary and Health Service Ombudsman in the UK. A clear, factual written complaint to the practice manager usually gives the strongest starting point.

Your options at a glance

  • Raise it informally
    • Speak to reception staff, your GP, or ideally the practice manager and explain what went wrong and what you want to happen.
* Many issues (rude staff, appointment mix‑ups, one‑off errors) are resolved quickly this way.
  • Make a formal complaint to the surgery
    • Every NHS GP practice must have a written complaints procedure, usually on its website or displayed in reception.
* You can complain:
  * By letter or email to the practice manager.
  * Occasionally through an online form on the practice website.
* Your complaint should normally be acknowledged within three working days and then investigated, with a written response explaining what they found and any action taken.

What to put in your complaint

When you write (or email), keep it structured and factual so it is easy to investigate.

Include:

  • Who or what you are complaining about (e.g. specific GP, receptionist, policy, missed referral).
  • Dates, times, and what actually happened, in order.
  • How it affected you (e.g. distress, delay in treatment, taking time off work).
  • What outcome you want:
    • An explanation or apology.
    • A change in how they do something (e.g. booking system).
    • Seeing a different GP or a second opinion.
  • Your full name, contact details, and any patient/NHS number if you have it.

Tone and format:

  • Use a calm, professional tone even if you are very upset; avoid insults and threats, as they make it harder for the surgery to engage.
  • Keep paragraphs short and stick to facts; say if you tried to sort it out informally already.
  • Ask for a reply within a reasonable time, for example 14–30 days, and say how you prefer to be contacted.

Escalating if you’re not satisfied

If the surgery’s response is slow or unsatisfactory, you have further routes.

  • Complain to the commissioner (NHS England or local body)
    • In England, you can send your complaint to NHS England instead of the practice (but not both at once for the same issue).
* In Scotland, Wales, and Northern Ireland, there are equivalent national NHS bodies and routes listed on their government health sites.
  • Go to the Parliamentary and Health Service Ombudsman (PHSO)
    • If after the final response from the practice or NHS England you are still unhappy, you can ask the Ombudsman to investigate.
* The Ombudsman is independent, free to use, and generally looks at complaints made within about 12 months of the events, unless there are good reasons for delay.
  • Regulators and watchdogs
    • You can raise serious concerns about safety or ongoing risk (for example, dangerous prescribing or systemic neglect) with the Care Quality Commission (CQC) in England, though it may not resolve an individual case but can use information for inspections.

Practical tips and “real‑world” context

  • Keep copies of everything:
    • Letters/emails you send and receive.
    • Notes of phone calls (dates, times, who you spoke to, what was said).
  • If complaining for someone else, get their written consent if it involves their confidential medical information.
  • You are allowed to ask to see a different GP at the same surgery if trust has broken down, and you can also consider registering with another practice in your area if the relationship cannot be repaired.
  • Many online forums and recent discussions show patients frustrated with reception barriers and appointment systems, but the advice from people with NHS experience is consistent: be specific, be factual, and give the practice manager something concrete to investigate rather than just general anger.

Simple complaint letter/email template (you can adapt)

  • Opening:
    • “I am writing to make a formal complaint about the care/service I received at [GP surgery name] on [date].”
  • Middle:
    • Brief timeline of what happened.
    • Why you are unhappy and how it affected you.
    • Mention any previous attempts to sort it out informally.
  • Ending:
    • “I would like this matter to be investigated and to receive a written response explaining what happened and what steps will be taken to prevent this happening again. I would also like [your requested outcome]. Please acknowledge this complaint and let me know when I can expect a full response.”

Information gathered from public forums or data available on the internet and portrayed here.