Compliments and Complaints

How to register a compliment or complaint

Non-urgent advice: Notice

Please note that complaints are kept completely separate from your medical records and do not affect your future care.

The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. If you believe a staff member has gone over and above helping you, or you would like to pass on your thanks, please do get in touch by telephone, face to face or letter! You can also leave feedback via the NHS website or the “Friends and Family Test” here

However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest. 

Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them. Please note if you wish to complain on behalf of another adult patient, we will need to gain your consent to do so. This ensures strict medical record confidentiality. 

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.   

We operate an informal complaints system.  Please follow the steps below.

  1. Contact any Manager in the first instance who will try and solve any issues you may be having quickly and to your satisfaction. You can do this over the ‘phone or in person. This is usually the quickest route to resolution.
  2. If you would prefer to put your complaint in writing then please send us your letter for the attention of: Practice Business Manager, Keighley Road Surgery, Halifax, HX2 9LL.
  3. We aim to acknowledge your letter within two working days
  4. We aim to respond following a full investigation within 20 working days.

Contacting us in the first instance usually identifies a problem and we can put things right straight away.  We review all complaints annually and put improvements in place as a result.

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services we provide. We hope that most problems can be sorted out easily and quickly when they arise. However if you feel uncomfortable raising your concerns our complaint directly with us or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS Services you use at:

Email: [email protected]

Telephone: 01924 552150 Monday to Friday 9am-4:30pm excluding Bank Holidays

In writing: Patient Advice and Liaison Service, West Yorkshire Integrated Care Board, White Rose House, West Parade, Wakefield, WF1 1LYT

They are open Monday to Friday 9am – 5pm and are closed on Bank Holidays. Please note that the team receive a high number of telephone calls daily and may not be able to respond instantly to each one.

Please note if you have raised your concerns or complaint with us already, the West Yorkshire ICB will not be able to reconsider the same concerns.

Citizens Advice Bureau also provides information and advice about making complaints.

Contacting us first is the quickest and simplest way of solving nearly all problems. If you are not happy with the outcome of your complaint or how it was dealt with, you can ask the Health Service Ombudsman to investigate it.

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint and tell the NHS how to put things right if it has got them wrong. 

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint. Unless there are exceptional circumstances, it will generally not investigate your complaint if it happened more than 12 months ago. 



All post should be sent to their main office in Manchester: 

Parliamentary & Health Service Ombudsman 

Mosley Street 
M2 3HQ 

Phone: 0345 015 4033 

Their lines are open: Monday to Thursday 8.30 am to 5.00 pm | Friday 8.30 am to 12 pm.  

Before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters. 

You can also visit their website at: