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Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We deal with complaints in line with the NHS Complaints Procedure. For detailed information please see:

To pursue a complaint please contact the Practice Manager, Tom Kerr or his deputies Gillian Vila or Lesley MacDonald who will deal with your concerns appropriately.

While we are happy to deal with complaints verbally it would be helpful if you could submit your complaint by letter to the Surgery or by email to e82094.manorstreetsurgery.


If you do not wish to complain directly to the Practice


You can contact NHS England who will investigate and manage the complaint. You will be able to contact NHS England as follow:



NHS England

PO Box 16738


B97 9PT

Email: "For the attention of the complaints manager" in the subject line.


By telephone: 

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)