Complaints Procedure

  • If you have a concern about the level of care you have received from a practitioner or any other member of our staff, please let us know. The majority of problems can be sorted out quickly and easily by talking directly with the people involved.
  • If your problem cannot be sorted out in this way and you wish to make a formal complaint, please let us know as soon as possible.
  • Please ask for an appointment with either of the principals of the practice (Perry Westbrook or Anthea Bentley) or alternatively write to them. If your complaint is about either of the principals and you do not want to deal with them directly, please contact another practitioner within the practice.
  • We strongly recommend that, in the first instance, attempts are made to resolve any grievance within the practice. However, if you are uncomfortable with this, we have arrangements with other professional colleagues who would be willing to deal with your complaint.  Please ask for their details.
  • If you are complaining on behalf of someone else, we will need a note of consent from the person concerned.
  • We will investigate your complaint and aim to:-
    • Quickly find out what happened and what went wrong.
    • Make it possible for you to discuss this with those concerned, if this is what you would like.
    • Make sure you receive an apology, if this is appropriate.
    • Identify what we can do as a practice to ensure that this problem does not arise again.
  • If you are dissatisfied with the outcome of your complaint, as handled by the practice, we can give you the details of the relevant professional regulatory organisation to whom you can take your grievance.