Contact RGPA

Complaints Procedure

Richmond General Practice Alliance strives to offer the best possible care and treatment to
patients accessing our services. We welcome comments and suggests for improving our
services. However, if you have a complaint or you are unhappy with the service you
received, please let us know.

How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they
arise with the person concerned. If your problem cannot be sorted out in this way and you
wish to make a complaint, we would like you to let us know as soon as possible, because
this will help us establish what happened more easily. If this is not possible to do that,
please let us have details of your complaint:

– Within 12 months of the incident that caused the problem;
– or within 12 months of discovering that you have a problem.

Alternative route to making a complaint
If you wish to complain about our services, you can also raise your complaint with your GP
practice. They will ask you for your consent to share the details with us so that we will be
able to investigate and address your concerns.

Complaining about more than one provider of service
If your complaint is about more than one service, usually the service with the largest part in
the complaint would act as the lead agency and would co-ordinate the investigation into
your concerns.

Making your complaint
You can make your complaint by contacting the Richmond General Practice Alliance in
writing, addressing it for the attention of the Business Director:

By mail:
Richmond General Practice Alliance
26 Upper Teddington Road
Hampton Wick
KT1 4DY

OR
Via e-mail :
SWLICB.RichmondGPAlliance@nhs.net

Or by phone
020 8614 3874

Our policy in brief
If you raise a complaint with a member of our staff we will endeavour to resolve your
complaint immediately or within 24 hrs. If we are unable to resolve your complaint to your
satisfaction at that time we will manage it as a formal complaint. We will acknowledge your
complaint within 2 working days. A full written response will be made with 20 working days,
unless our investigation is still incomplete. In this instance, we will keep you informed of
progress, explaining why there is a delay.

If you are making the complaint on behalf of someone else, we will need to ensure that you
have their permission to do so. We will need to obtain their consent.

Taking matters further
If you remain dissatisfied with our response, you may contact the Parliamentary
Ombudsman who will review your complaint: telephone or e-mail.
To take your complaint to the Ombudsman visit: www.ombudsman.org.uk/make-acomplaint or call 0345 015 4033.
Contact can also be made with the Ombudsman by Email:
phso.enquiries@ombudsman.org.uk
If you would prefer to write, the address is:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Further information about the Ombudsman is available at www.ombudsman.org.uk.