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Stock Hill Medical Centre
(Formerly Stock Hill Surgery)
Stock Hill Medical Centre
Stock Hill
Biggin Hill
TN16 3TJ

Phone: 01959 58 00 11

Stock Hill Medical Centre


Complaints Policy





If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets nationally agreed criteria.


Most problems can be sorted out quickly and easily, often at the time they arise, with the person concerned and this may be the approach you try first.


How to complain

If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE, Ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible, your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. Complaints will be considered outside this time limit if the complainant has good reason for the delay and where it is still possible to investigate the complaint fairly.

You should address your complaint in writing to the Practice Manager. Alternatively you may ask for an appointment to see her. She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Making a complaint will not adversely affect the care you receive from the practice. 


Please send your written complaint to:

The Practice Manager

Stock Hill Medical Centre

Biggin Hill


Kent  TN16 3TJ


Alternatively, via Email at: broccg.stockhillmedicalcentre@nhs.net

Please ensure it is clearly marked for the attention of the Practice Manager.



Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.

A third party consent form is available at the Surgery reception.


What we will do

We will usually acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances and/or make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any identified problem does not arise again.


You will receive a final response letter that will include details of the result of the investigation into your complaint and also your right to take matters further if you remain dissatisfied with the response.


If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide the service.


P & HS Ombudsman

Millbank Tower


London SW1P 4QP


Tel: 0345 015 4033

Fax: 0300 061 4000

Email:  phso.enquiries@ombudsman.org.uk



You have the right to approach NHS England if you feel you cannot raise your complaint directly with us. In the first instance you should contact them for further advice on how to go about this.

They can be contacted at:


NHS England

PO Box 16738

Redditch B97 9PT


Tel: 0300 311 2233

Email: england.contactus@nhs.net

If using email ensure that you state: ‘For the attention of the complaints manager’ in the subject line.



Lead partner for complaints: Dr B Hopkins and Dr S Wong

Complaints Manager: Mrs A Baldwin (Practice Manager)

Document checked and modified July 2017

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