Any formal complaints should be made in writing as soon as possible after the relative event, ideally within a few days. Written complaints should be sent to:

• FAO: The Practice Manager – The Private GP Group, 171 Clarence Avenue, New Malden, KT3 3TX
• Or: [email protected]

We will send an acknowledgement of receipt within two working days, and aim to have looked into the matter within fourteen working days. A formal reply may then be sent in writing, or an invitation to meet with the person(s) concerned to attempt to resolve the issue may be requested.

When the investigations are complete your complaint will be determined and a final response will be sent. The final response will include details of the complaint and also the right of the complainant to escalate the matter further where they are dissatisfied with the response.