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We always try to provide the best service possible, but on occasions there may be the necessity to express a complaint. This leaflet will explain how this can be done so that any problems can be dealt with as quickly as possible.

Step one – making the complaint

You can make a complaint by:

    • Completing a complaint form (available from reception

    • Writing to:

The practice manager

Cofton Medical Centre

2 Robinsfield Drive

West Heath


B31 4TU

    • Email the practice manager at:


    • By fax: 0121 693 4414

    • Requesting a meeting with the practice manager

We have a duty of confidentiality to our patients and will act in strictest confidence. If you are making a complaint on behalf of another person, you must gain their written consent in order for us to discuss the person’s details with you.

Step Two – dealing with the complaint

The practice manager can deal directly with administrative complaints. Clinical complaints will usually be dealt with by one of the GP partners.

You will receive a written acknowledgement within three working days.

In order to investigate the complaint, it may be necessary for the person carrying out the investigation to obtain more information regarding the complaint. If more information is required, you will be contacted within seven working days. You may wish to discuss the matter by letter, telephone, or in person (bringing a friend or relative with you if you prefer) at a pre-arranged appointment.

You will receive a written response, usually within ten working days.

By this stage we hope the problem has been resolved to your satisfaction. However, if this is not the case we will try to suggest other avenues of approach to solve the problem. We can at any time provide you with contact details for the Ombudsman who will carry out an independent review.

You may not wish to raise your complaint with the practice, should this be the case you may contact:

Patient Experience Team on  0800 389 8391 or 0121 411 0415 or

NHS England Customer Contact Centre
0300 311 22 33

We are always prepared to listen to your concerns and will work with you to resolve these in a professional and caring manner. We would encourage anyone who is not entirely satisfied with their experience at the practice to contact a member of staff as soon as possible so that we may do everything we can to address the issues.

If your complaint cannot be resolved at local level, you may write to the Parliamentary and Health Service Ombudsman at the following address:

Parliamentary and Health Service Ombudsman

Millbank Tower





Complaint Form


Third Party Consent Form

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