We feel it is important that patients know how to make themselves heard if they are unhappy with something.


The aim of the Practice is to ensure that we give the best possible service to all patients at all times. However, if you wish to comment on, or have any concern about, the service you receive from the doctors or staff, you may discuss this informally with the Practice Manager.

If you consider you have grounds for making a complaint please contact the Practice Manager she will endeavour to deal with your problem either in person or on the telephone.

If your complaint cannot be resolved to your satisfaction in this way please in the first instance write to the practice or email cwp.ohsreception@nhs.net. and we will ensure your complaint is thoroughly investigated.  You should receive an acknowledgment within three working days and the matter will be investigated immediately. You will be advised of the outcome of the investigation.

This is in line with the NHS procedure for local resolution of complaints.  If you remain un-happy with the response from the practice further steps are available to you.

If you feel you cannot raise your complaint with us you can choose to complain to NHS England (who have replaced the former Primary Care Trust). 

  • Telephone number: 0300 3112233
  • Email: england.contactus@nhs.net
  • Write to: NHS Commissioning Board, PO BOX 16738, Redditch, B97 9PT 

You can also contact the Customer Solution Centre (formally PALS) at this address.

Merseyside and Cheshire Health Advocacy Service

You may also wish to contact your local Merseyside and Cheshire Health Advocacy Service. This service supports patients who wish to pursue a complaint about any NHS treatment or care. 

You can contact the Service by telephoning 080880 10389.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service OmbudsmanMillbank Tower MillbankLondonSW1P 4QP 

Tel 0345 0154033