If you have any complaint or concern about the service that you have received from one of the doctors, nurses or staff working in the practice you are entitled to ask for an explanation.

We operate an informal in-house complaints procedure to deal with any complaints we may receive. This procedure does not deal with matters of legal liability or compensation.  In some cases the in-house procedure is not an appropriate way of investigating a complaint, in which case you will be referred to the appropriate authority.

This procedure does not affect your right to make a formal complaint to the CCG if you so wish. Nor does it affect your right to seek compensation in law.

Your complaint should be addressed to the Practice Manager, Mrs Saadia Hanif, this can be posted to the practice or emailed to [email protected]

We will ensure that it is investigated thoroughly and as speedily as possible.  We aim to report back to the complainant within two weeks, although in some cases more time may be required.

Please note that the practice must ensure strict adherence to the rule of medical confidentiality and we cannot provide confidential information without the appropriate authority if you are not the patient in question.

Your complaint will be investigated by someone within the practice.  It is likely that, as a first step, the investigator will contact you directly to ensure that he or she fully understands your complaint.  The investigator will then interview the appropriate members of the practice and may inspect relevant documents.

At the conclusion of the investigation your complaint will be discussed with you in detail.

You can be assured that by making a complaint no one will be discriminated against and any future treatment to either yourself or a member of your family will not be compromised.

All complaints concerns and enquiries, queries regarding independent contractor services e.g. GP, Dentist, Pharmacy, Opticians, should be directed to:

NHS England
P.O. Box 16738
B97 9PT

Tel: 0300 311 22 33
Opening Hours: Monday-Friday 8:00am – 6:00pm, excluding English Bank Holidays.
Email: [email protected]

Complaints regarding commissioning decisions/issues e.g. individual patient funding requests and continuing health complaints, complaints should be directed to:

Customer Care Team
Lancashire Commissioning Support Unit
Lancashire Business Park
Jubilee House
Centurion Way
PR26 6TR

Tel: 0800 032 2424
Email: [email protected]

For complaints about Out of Hours Services, please contact

The Manager
Chorley Medics Ltd
114 Wigan Road

For complaints about hospital services please contact the hospital Complaints manager directly.