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 Practice, please let us know.  We operate a Practice Complaints Procedure as part of a 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, 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.  If it is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem, or
  • Within 12 months of you becoming aware of the matter

Complaints should be made to the Practice Manager, by;

Telephone: 0117 986 2343
Post: St Augustine’s Medical Practice, The Chocolate Factory, Keynsham, Bristol, BS31 2GN

Complete a complaint form which are behind reception. Alternatively, you may ask for an appointment with Justine in order to discuss your concerns. She will explain the Complaints Procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

You may also make your complaint directly to NHS England, who commission our service, by;

Telephone: 03003 11 22 33
Post: NHS England, PO Box 16738, Redditch, B97 9PT

What we will do;

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved, if appropriate. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again.

The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman (details shown elsewhere in this leaflet) if you remain dissatisfied with the response.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know you have their permission to do so and will require written authority from the person concerned unless they are incapable (because of illness) of providing this.

Complaints about another service Provider

If you have a complaint about another service provider (for example a hospital or community service) then please contact that provider direct. If this is not possible then you may contact the local PALS team on 0300 013 4762.

If you are dissatisfied with the outcome

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However this does not affect your right to approach the Parliamentary and Health Service Ombudsman (PHSO) for an independent review.  Their contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower, 30 Millbank, London, SW1P 4QP

Telephone: 0345 0154033
Website: (to complain online or download a paper form).

You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice;

The local Healthwatch can be found at

The IHCA can be contacted at:

You can contact the local Patient Advice & Liaison Service (PALS):

PALS and Complaints Manager

NHS Bath & North East Somerset Clinical Commissioning Group
1st Floor, Kempthorne House
St Martins Hospital
Clara Cross Lane
Bath BA2 5RP
Freephone: 0300 013 4762