Complaints

Our commitment

We aim to provide the best possible service. If something goes wrong, we want to know so we can put it right and learn from it. Making a complaint will not affect your care.

How to make a complaint

You can complain by:

• completing our complaints form

• emailing sderccg.c81049-reception@nhs.net 

• handing a written complaint to reception

• writing to the Practice Manager or Senior Partner at:
  Kelvingrove Medical Centre, 28 Hands Road, Heanor, Derbyshire, DE75 7HA

Please note: the above email address is only for complaints. For medical queries, please use the usual contact methods.

What happens next

• We will acknowledge your complaint within 3 working days.

• We will discuss with you how your complaint will be handled and the timescale for a full response.

• We aim to respond quickly, either in writing or by offering a meeting to discuss the matter.

Complaining for someone else

If you complain on behalf of another patient, we will need their written consent (unless they are unable to sign, e.g. a child, or have passed away).

If you are not satisfied

If you feel unable to complain directly to the practice, you can contact NHS England:
📞 0300 311 2233 (Monday to Friday, 8am to 6pm)
england.contactus@nhs.net
PO Box 16738, Redditch, B97 9PT

If you are not satisfied after the practice response, you can contact the Parliamentary and Health Service Ombudsman (PHSO):
📞 0345 015 4033
phso.enquiries@ombudsman.org.uk 
www.ombudsman.org.uk 

Support and advocacy

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

• POhWER: 0300 456 2370

• Advocacy People: 0330 440 9000

• Age UK: 0800 055 6112

• Or your local council for advocacy services

Accessible information

We can provide this information in large print, Braille, Easy Read, or other formats. Please call us on 📞 01773 713201.