Complaints, comments and compliments
Tell us what went well and what we could do better. We will listen, take you seriously, and use what you tell us to improve. Speaking up will never affect your care.
Our promise to you
We know it takes time and courage to give feedback, especially when something has gone wrong. We are genuinely grateful when you do. When you contact us:
- You will be listened to and taken seriously. Every message is read by a real person and looked into properly.
- Your care will not be affected. Making a complaint will never lead to worse treatment, for you or your family. This is your legal right under the NHS Constitution, and it is a rule every member of our team follows.
- You will get a proper answer. Not a standard letter, but an honest explanation of what happened, an apology where one is due, and what we will change.
- Your feedback makes a difference. We discuss complaints at our team meetings and review them all each year, so one person's experience can improve care for thousands of patients.
Tell us when we get it right, too
Kind words mean a lot to our team, and good ideas help us improve. You do not need to have a problem to get in touch.
Pay us a compliment
If a member of our team helped you, tell us and we will pass it on. Simply send us an email to B83062.ashcroftsurgery@nhs.net with the subject line 'Compliment'.
Share an idea
Patients often spot improvements we are too close to see. Pop a note in the comments and suggestions box at reception — our team will happily give you paper and a pen. Alternatively email us at B83062.ashcroftsurgery@nhs.net with the subject line 'Suggestion'.
How to raise a concern or make a complaint
If you are unhappy about any part of our service, please tell us as soon as you can. Most problems can be sorted quickly and informally — often the same day. Choose whichever way suits you best.
Talk to us
Call 01274 612 279 and ask to speak to our Practice Manager. Any member of our team can also take your concern and make sure it reaches the right person.
Email us
Email B83062.ashcroftsurgery@nhs.net with "Complaint" or "Feedback" in the subject line.
Please do not use this address for appointments, prescriptions or medical advice — it is not checked for urgent messages and you will not get a reply.
Write to us
The Practice Manager
Complaints and Comments
Ashcroft Surgery
Newlands Way, Eccleshill
Bradford BD10 0JE
Feeling upset or angry right now? That is completely understandable. If emotions are running high, it can help to wait a day or two before writing. You will find it easier to gather your thoughts and say exactly what you want to say — and we want to hear it properly.
How to write your complaint so we can help you best
There is no special form or formal language needed — plain words are perfect. But the tips below will help us understand exactly what happened and put things right faster.
- Make a list of the points you were unhappy with. Number them if there is more than one, so nothing gets missed in our reply.
- Say what happened, as exactly as you can. Include what was said or done, by whom (if you know), and how it affected you.
- Include dates and times. Even a rough date helps us find the right records and speak to the right people.
- Say what you would like to happen. For example: an apology, an explanation, a meeting, or a change so it does not happen to someone else. Knowing your hoped-for outcome helps us resolve things properly.
- Ask questions. "Why did this happen?" or "Why wasn't I told?" are fair questions and we will try to answer them directly.
- Keep a copy of anything you send us, and note the date you sent it.
- Include your contact details and the best way to reach you.
What happens after you complain
-
We acknowledge your complaint
Within 3 working days we will confirm we have received it and offer to discuss how and when it will be looked into.
-
We investigate properly
Our Practice Manager finds out what happened by hearing both sides — yours and the staff member's. We aim to reply within 10 working days. If it will take longer, we will tell you why and keep you updated.
-
You get an honest answer
We will explain what we found, apologise where it is right to do so, and offer a meeting with the people involved if that would help you.
-
We learn from it
We discuss complaints at our regular team meetings and review them all each year, checking that the promised changes actually happened. Your experience helps us do better for everyone.
Good to know before you start
How long do I have to complain?
Please raise things as soon as you can — it is easier for us to find out what happened. Under NHS rules, you should normally complain within:
- 12 months of the event, or
- 12 months of you first realising there was a problem.
We can still look at older complaints if there was a good reason for the delay and a fair investigation is still possible — just explain the situation when you contact us.
Complaining for someone else
You can complain on behalf of a family member, friend or someone you care for. Because we keep strictly to the rules of medical confidentiality, we will need their signed permission first.
If they cannot give permission — for example because of illness, or for a young child — tell us, and we will explain what we need instead.
If you would rather not come to us, or you are still unhappy
Most complaints are resolved fastest by the practice, and we would always encourage you to try us first. But you have other routes, and using them is your right.
Complain to us at Ashcroft Surgery
We know our services and our team, so we can usually sort things faster than anyone else. Use any of the contact routes above.
Complain to NHS West Yorkshire Integrated Care Board (ICB)
The ICB is the NHS organisation that oversees GP services in Bradford. If you do not feel comfortable complaining to us directly, you can complain to them instead.
Phone: 01924 552 150
Email: wyicb.pccomplaints@nhs.net (formal complaints) or wyicb.pals@nhs.net (concerns and advice)
Post: Patient Advice and Liaison Service (PALS), West Yorkshire ICB, Scorex House (West), 1 Bolton Road, Bradford BD1 4AS
Please note: under NHS rules you can complain to the practice or the ICB about the same issue — not both. If we have already investigated, the ICB cannot investigate it again.
Ask the Parliamentary and Health Service Ombudsman (PHSO)
If you are still unhappy once the practice (or the ICB) has given its final response, the Ombudsman can review your complaint. The Ombudsman is completely independent of the NHS and the service is free.
Phone: 0345 015 4033
Website: Make a complaint to the Parliamentary and Health Service Ombudsman (opens the Ombudsman's website)
Free, independent help with your complaint
You never have to do this alone. These services are free, confidential and independent of the NHS and of Ashcroft Surgery.
Cloverleaf Advocacy
Trained NHS complaints advocates for people in Bradford. They can help you understand the process, write your letter, and support you at meetings — at any stage of a complaint.
Phone: 0300 012 4212
Email: NHScomplaints@cloverleaf-advocacy.co.uk
Website: Visit the Cloverleaf Advocacy website (opens an external website)
Healthwatch Bradford and District
Your local independent health and care champion. They can give advice about NHS services and signpost you to the right support for raising concerns.
Website: Visit the Healthwatch Bradford and District website (opens an external website)
Need this information in another format or language? We can arrange interpreters, including British Sign Language, and provide information in large print or easy read. Read about accessibility support at Ashcroft Surgery or ask any member of our team.
Questions patients often ask
Will complaining affect my care or get me removed from the practice?
No. This worry stops many people from speaking up, so let us be completely clear: making a complaint will never result in worse care, being treated differently, or being removed from our patient list. The NHS Constitution and professional rules for doctors both require this, and we believe in it. Honest feedback helps us — we would rather know.
Do I have to put my complaint in writing?
No. You can complain in person or by phone, and it counts just the same. Writing things down does help us make sure no detail is missed, so if a spoken complaint is complicated we may write it up and check it back with you. If writing is difficult for you, our team or Cloverleaf Advocacy can help.
What can I complain about?
Anything to do with our service — for example, your care or treatment, how you were spoken to, appointments, prescriptions, our building, our website, or a decision you do not understand. If you are not sure whether something "counts", contact us anyway. A concern raised early is much easier to fix than a problem left to grow.
Will everyone at the surgery know I complained?
No. Complaints are handled confidentially by the Practice Manager and only shared with the people who need to be involved to investigate properly. Complaint records are kept separate from your medical record.
What if my complaint is about a hospital or another NHS service?
Complaints work best when they go to the organisation that provided the care. Hospitals have their own Patient Advice and Liaison Service (PALS) — for Bradford Royal Infirmary and St Luke's, contact Bradford Teaching Hospitals PALS. If you are unsure who to contact, ring us and we will point you the right way, or call the West Yorkshire ICB on 01924 552 150.
What difference does my complaint actually make?
A real one. Every complaint is discussed at our team meetings, and once a year we review them all together to check patterns, confirm the right thing was done, and make sure promised changes to our systems actually happened. Many improvements at Ashcroft Surgery started life as a patient's complaint or suggestion.
Accessibility options
Your choices are saved on this device only. Read our accessibility statement.