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Complaints Procedure




Dr A Sood & Dr R Sorley


The Green Surgery

1 (B) The Green,





The Fir Road Surgery, 50 Fir Road

Hanworth TW13 6UJ








Practice Complaints Procedure


Although we try to give you the best possible service, there may be times when you feel you have received less than this. This leaflet explains the procedure to follow if you have a complaint about the services we provide but please note that our practice procedure for dealing with complaints is not able to deal with questions of legal liability or compensation. We would ask you to note that we do have to respect our duty of confidentiality to our patients. Therefore the patient’s consent must be obtained if a complaint is not made by the patient in person. The practice hopes that you will feel able to use our in-house complaints procedure to give us the opportunity to investigate and, if necessary, put right any problem or mistake that you have identified. We will, of course, carry out a full investigation of the matter and will offer you the opportunity to have an informal interview to discuss the complaint, investigations and our findings.



If you do wish to make a complaint in the first instance please write to our Practice Manager or telephone to discuss the matter. The Practice Manager will take full details of your complaint and decide how best to undertake the investigation. If you use our practice procedure it will not affect your right to complain to other parties if you so wish to. The necessary addresses are listed below.


It is important that we deal with complaints swiftly so your complaint will be acknowledged within 3 working days and, if you wish to discuss matters in person, you will be offered an appointment for a meeting. If we have to make a lot of enquiries, it may take longer to get back to you with the result but we will keep you informed. You may bring a friend or relative with you to the interview. We hope that at the end of the meeting or our investigation you will feel satisfied that we have dealt with the complaint thoroughly.



However if this is not the case and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.




With your permission, we may wish to share the outcomes and lessons learned from your complaint with local colleagues in a anonymised form. You have the right to refuse permission for us to do so if you wish. We would like to assure you that this process in no way compromises your right as a patient of this Practice and that individual confidentiality will NOT be compromised.


Please let us know if you would rather we did not share comments with colleagues.


Contact Details

Practice Contact & Address

Denise Bennett

Practice Manager

The Green & Fir Road Surgeries

1B The Green


TW2 5TU.


NHS England Contact Details.

NHS England, 
PO Box 16738, 
B97 9PT

Tel: 0300 311 22 33 


Patient Advice and Liaison Service 
Richmond Clinical Commissioning Group 
Civic Centre 
44 York St 

Tel: 020 8734 3001 

Email: ricccg.



NHS Ombudsman


Millbank Tower




0345 015 4033











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