Changes to how you make a complaint about primary care from 1 July 2023

Our Complaints Process Explained

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Market Overton & Somerby Surgeries. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to Talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak or write to the complaints officer.

If for any reason you do not want to speak to a member of our staff, then you can request that Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB) investigates your complaint. They will contact us on your behalf:

Corporate Governance Team,

NHS Leicester, Leicestershire & Rutland Integrated Care Board (ICB)

Room G30, Pen Lloyd Building,

County Hall, Glenfield, Leicester, LE3 8TB

Tel: 0116 295 7572

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to [email protected].

Time Frames for Complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints officer will acknowledge all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and within 30 working days. We will provide regular updates regarding the investigation of your complaint.

Investigating Complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.


We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third Party Complaints

We allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.

Final Response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Advocacy Support

  • POhWER support centre can be contacted via 0300 456 2370
  • Advocacy People gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112
  • Local Council can give advice on local advocacy services

Further Action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Millbank Tower, Millbank


Citygate, Mosley Street
M2 3HQ