Patients have a right to express their dissatisfaction with the services they receive and practices must have a procedure in place for dealing with complaints. If a complainant is unhappy with the practice’s response, he or she has the right to take his or her complaint to the relevant Ombudsman. NHS Complaints Policy
Complaints must usually be made within 12 months of an incident occurring and should be resolved promptly by the practice wherever possible. Time Limit for Complaints
One of the partners must be designated as the “responsible person” for handling complaints; there should also be a complaints manager. Managing the Complaints Process
