Complaints Procedure


Harbourside Family Practice makes every effort to provide the highest standard of service, however, we do appreciate that sometimes we get it wrong, resulting in a patient feeling that they have a cause for complaint.

If this is the case we would like to be made aware of the problem so that the matter can be discussed and resolved as quickly and as amicably as possible, often at the time it arises and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint please let us know as soon as possible.

Please click here to access a copy of our Complaints Procedure.

If you wish to make complaint, please fill out one of our complaint forms: Click here for our complaints form.

Both of these forms are also available from our reception desk.

Alternately please write to our Practice Manager, Fran Upshon in the first instance. A response, following investigation of the complaint, will be sent to you within one month.

Making complaints or raising concerns about NHS services in North Somerset

If you are not comfortable raising your complaint directly with us, you can contact the NHS England Customer Contact Centre. The NHS England Customer Care Centre is available for patients to use if they have any complaint query or concern about GP services.

Their contact details are:

Telephone: 0300 311 22 33
By Post: NHS England, PO Box 16728, Redditch B97 9PT


For all complaints, the second stage of the NHS complaints process remains to ask the Parliamentary and Health Service Ombudsman to review the complaint. The Ombudsman will not investigate your complaint if you have not already complained to either the service provider (GP, hospital, mental health trust etc) or the commissioner (North Somerset CCG) first.

The Patient Advice and Liaison Service (PALS) can also raise issues to the service providers (hospitals etc) on your behalf or alternatively provide contact details of the service providers if you would prefer to communicate to them directly.

By Post: PALS, Suite 15, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ

Telephone: 0117 947 4477 or 0800 073 0907