Opening hours: 
Mon-Fri: 08:00 to 18:30 hrs 
Extended hours: 
Mon & Wed 18:30 – 19:30 hrs 
Out of hours: 
365 days per year, between the hours of: 
18:30 and 08:00hrs on 0345 6025695 or 111 
89 West Street, Dunstable, LU6 1SF 

Practice Complaints Procedure 

We try to give the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction. Here we explain what to do if you have a complaint about the service we provide for you. 
 
We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria. 
 

How to Complain 

We offer a practice procedure to deal with your complaint. We hope that you will use it to give us an opportunity of looking into any problems that have arisen or mistakes that you feel have been made. We would like you to let us know as soon as possible; ideally, within a matter of days because this will enable us to establish what happened more easily (this procedure does not deal with matters concerning legal liability or compensation). If you wish to make a complaint please write to or email the Practice Manager or ask in Reception for our Complaints Form and Patient Handout Leaflet. 

What We Shall Do 

Your complaint will then be thoroughly investigated. We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to: 
 
Find out what happened and what went wrong. 
Make it possible for you to discuss the problem, if you would like to. 
Make sure you receive an apology, where appropriate. 
Identify what we can do to make sure the problem doesn’t happen again. 

Complaining On Behalf Of Someone Else 

Please note that we have to respect our duty of confidentiality to our patients and therefore if you are complaining on behalf of someone else, his or her written consent will be required before we can discuss their case with you. This confidentiality also ensures that any personal details about your complaint will not be shared with anyone outside the practice unless express permission has been given by yourself. 

Complaining to NHS England 

You can also make a complaint to NHS England Customer Contact Centre for help or advice. Contacts are received via telephone, email and post. 
 
NHS England 
PO Box 16738 
Redditch B97 9PT 
0300 311 22 23 Mon – Fri 8.00 am to 6.00 pm. 
England.contactus@nhs.net