Complaints Policy


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Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at St James Medical Practice.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience. 


Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

NHS North East London Integrated Care Board
Complaints Department
NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA

Telephone: 020 8221 5750

A complaint can be made verbally or in writing.  A complaints form is available from reception. Additionally, you can complain using our secure online form.


Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.


Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.



We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record. 


Third party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.


Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.


Advocacy support


Further action

If you are dissatisfied with the outcome of your complaint from either NHS North East London integrated care board or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Parliamentary Health Service Ombudsman
Milbank Tower,


Parliamentary Health Service Ombudsman
Mosley Street,
M2 3HQ