How to Make a Complaint

We aim to give everyone the best possible service. If something’s gone
wrong, please tell us — we want to put it right.

Try to resolve it informally first

Many problems can be sorted out quickly by speaking to the person
concerned, often at the time. This is usually the fastest way to get
things fixed.

Making a formal complaint

If you’d rather make a formal complaint, please put it in writing as soon
as possible after the event — ideally within a few days, as this helps us
look into what happened. You should complain:

within 12 months of the incident, or
within 12 months of you becoming aware of it

Ask at reception for a complaints form. This form also includes a section
you can use if you’re complaining on someone else’s behalf — see
“Complaining on behalf of someone else” below.

Send your written complaint to:
FAO Complaints Manager, Downton Surgery, The Surgery, Moot Lane, Downton,
Salisbury, Wiltshire, SP5 3JP

You can also complain directly to NHS England, who commission our
services:

Phone: 0300 311 22 33
Email: england.contactus@nhs.net
Post: NHS England, PO Box 16738, Redditch, B97 9PT

Our Complaints Manager is Danyelle Stone.

Complaining on behalf of someone else

We follow strict rules of medical and personal confidentiality.

If you want to complain on behalf of someone else, we’ll need their
written consent confirming they’re unhappy with their treatment and that
we can discuss it with you. Ask at reception for the complaints form — it
includes a consent section for the patient to sign.

If the patient has died, we may agree to respond to a family member or
someone who acted on their behalf or had an interest in their welfare.

If the patient can’t give consent because of illness, an accident, or a
lack of mental capacity, we may still be able to look into the complaint —
please explain the circumstances in your covering letter.

We can’t discuss someone else’s care without their written permission,
except in the situations above. If you’re complaining on behalf of a child
who’s able to complain themselves, we’ll usually expect the child to
contact us directly.

Depending on the authority you provide, we may still need to correspond
directly with the patient, or we may be able to deal with you directly.

What happens next

We aim to resolve complaints as quickly as possible.

We’ll acknowledge your complaint within 3 working days.
We’ll give you an idea of how long it’s likely to take.
You’ll get a formal written reply, or we may invite you to meet with the
people involved to try to resolve things.
If it’s going to take longer than expected, we’ll keep you updated.

We look into what happened and why, to see what we can learn, and — if
you’d like — help you discuss the issue with the people involved.

Once we’ve finished looking into it, we’ll send you a final written
response. This will explain the outcome, and your right to take the matter
further to the Parliamentary and Health Service Ombudsman if you’re not
happy with our response (see below).

If your complaint involves more than one organisation (for example, social
services), we’ll liaise with them so you get one combined reply — we may
need your consent to do this. If your complaint was originally sent to the
wrong organisation, we may ask your consent to pass it on to the right
one.

If you’re not happy with our response

You have the right to contact the Parliamentary and Health Service
Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower, 30 Millbank, London, SW1P 4QP
Phone: 0345 015 4033
Website: www.ombudsman.org.uk
To complain online or download a form: www.ombudsman.org.uk/make-a-complaint

Other help and support

You don’t have to handle a complaint alone. These services can help:

PALS (Patient Advice and Liaison Service) — run by NHS Bath and North
East Somerset, Swindon and Wiltshire Integrated Care Board (BSW ICB). The
PALS team works remotely, so please contact them by email or phone rather
than in person:
Email: scwcsu.palscomplaints@nhs.net
Phone: 0300 561 0250
Healthwatch — www.healthwatch.co.uk
Independent Health Complaints Advocacy (IHCA) — www.seap.org.uk/services/nhs-complaints-advocacy

Downton Surgery, The Surgery, Moot Lane, Downton, Salisbury, Wiltshire,
SP5 3JP
Policy version 1.1, published May 2016, last updated April 2024.