Complaints policy and information

Further information about the CCG complaints process can be found in our complaints policy.

The below leaflet offers more explanation:

If you would like this information in a different format, for example, large font, braille or a different language, please contact:


What if I need help making sharing my experience?

There are two organisations that can help you with making a complaint or comment about services that act independently to help you. Details of these organisations can be found here.


How will you deal with my complaint?

We will contact you within three working days of getting your complaint. We will then agree with you how we will look into your complaint and what you can expect. We will also propose a timescale for the completion of the investigation and resolution. After your complaint has been thoroughly investigated, we will send you a full written response from our Lead Officer.


Will I be treated fairly?

We understand that some people worry whether their treatment will be adversely affected because they have raised a complaint. Please do not worry about this. We also appreciate that those using the services we commission have different needs and we want to make sure that you do not face any unnecessary barriers to raising a complaint. Staff will be happy to discuss this with you to ensure that you are not disadvantaged in any way.


When should I make a complaint?

You should raise your complaint as soon as possible and within twelve months of you becoming aware of an issue. We appreciate that this is not always possible. Therefore, if this time period has passed, we would still like you to speak to us.


What if I am unhappy with the way in which the NHS has handled my complaint?

You can ask the Parliamentary and Health Service Ombudsman to consider it further: