How to Complain About Your GP: A Step-by-Step Guide

Book a GP appointment
Register with GP at hand

Most of the time, your GP and their practice team provide vital, trusted care. But sometimes, things can go wrong. If you’re unhappy with the treatment you’ve received or the way you’ve been treated by your GP or the practice, you have the right to complain, and to be taken seriously.

Here’s a practical guide on how to complain about your GP, what to expect, and where to go for support. Please note: This is a general article for information. If you want to read more about GP at Hand’s complaints process, please see here. You can also speak to the team at GP at hand directly on Email: [email protected] or Telephone: 0330 303 8000.

When Should You Make a Complaint?

You might consider making a complaint if:

  • You feel you’ve received poor care or treatment
  • You were spoken to in an unprofessional or disrespectful way
  • You experienced delays, lack of access, or administrative issues that affected your care
  • You feel your concerns or symptoms were ignored or dismissed

It’s OK to speak up. Complaints help practices reflect, improve services, and put things right when mistakes happen.

Step 1: Try to Resolve It Informally

If you feel comfortable, you can start by speaking directly to:

  • Your GP
  • A receptionist or practice manager
  • Another healthcare professional at the practice

Often, an informal conversation can clear up a misunderstanding or result in a quick resolution.

Step 2: Make a Formal Complaint to the GP Practice

If the issue isn’t resolved — or you prefer to make a formal complaint — you can follow the practice’s complaints procedure. Here’s how:

  • Ask for the complaints procedure. Every GP practice is required to have one. It’s often on their website or available at reception.
  • Submit your complaint in writing (via letter or email), or ask for help submitting it verbally if needed.
  • Include details like:
    • What happened and when
    • Who was involved (if known)
    • How it affected you
    • What outcome you would like

Time limit: You should make your complaint within 12 months of the incident, or from when you first became aware of the issue.

Step 3: Wait for a Response

The GP practice should:

  • Acknowledge your complaint within 3 working days
  • Let you know how the complaint will be handled and how long it may take
  • Offer you a meeting or call to discuss the issue, if appropriate
  • Provide a written response explaining the outcome

Step 4: Escalate the Complaint (If You’re Not Satisfied)

If you’re not happy with the response from your GP practice, you can escalate the complaint.

Option A: NHS England

You can complain to NHS England instead of the GP practice (but not both). This is helpful if you don’t feel comfortable complaining directly to the practice. For instance, GP at Hand’s local NHS contact details are:

  • Email: [email protected]
  • Post: NHS North West London ICB, 15 Marylebone Road, London, NW1 5JD 
  • Phone: 020 3350 4567

Option B: Parliamentary and Health Service Ombudsman (PHSO)

If you’re still unhappy after the practice (or NHS England) has reviewed your complaint, you can contact the Ombudsman, who is independent of the NHS.

They will review whether your complaint was handled fairly and thoroughly.

Need Extra Support?

If you need help making a complaint, you can contact:

  • NHS Complaints Advocacy – free, independent support services are available in most areas.
  • Citizens Advice – they can offer guidance on how to write your complaint and what to include.
  • Patient Advice and Liaison Service (PALS) – usually for hospital issues, but may direct you to local support.

Final Thoughts

Making a complaint can feel daunting, but your voice matters. Whether you want an apology, answers, or change, the complaints process is there to ensure you’re heard and treated fairly.

Your feedback can help improve care for you and for others in your community.

Further information:

Remember, your health and comfort matter most, so choose wisely, and make the change that benefits you.

You can book an appointment with GP at hand doctor any time. To book an appointment:

Book a GP appointment

If you’re not registered with GP at hand, you will need to switch from your current GP practice. A waiting period will apply once you have submitted your application, before you can access our services.

Register with GP at hand today