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Complaints & Feedback
We welcome feedback to help us improve our services. If you have a complaint, we will take it seriously and aim to resolve it as quickly as possible.
How to make a complaint
You can submit a complaint in the following ways:
- Online Complaint form
- In writing: The Acorn and Gaumont House Surgery, 153 Peckham High Street, London, SE15 5SL
- In person: Speak to a member of reception who will direct you appropriately
- By phone: 02037800781
If you are complaining on behalf of someone else, we will require their written consent.
Complaints Lead
Our Complaints Lead is: Andrew Taiwo – Practice Manager / Complaints Manager
They are responsible for ensuring your complaint is handled appropriately.
What happens next
- We will acknowledge your complaint within 3 working days
- We will agree a timescale for response with you (typically within 10–20 working days depending on complexity)
- We will investigate your concerns and provide a written response, including:
- What happened
- What we found
- Any actions taken
If there are delays, we will keep you updated.
If you are not satisfied
If you are unhappy with our response, you can escalate your complaint to:
NHS South East London Integrated Care Board
- Making a complaint to South East London ICS
- In Writing: NHS South East London ICB, 160 Tooley Street, London, SE1 2TZ
You also have the right to refer your complaint to the:
Independent support
You can get free, independent help making a complaint from:
- NHS Complaints Advocacy Service
They can support you in writing your complaint and understanding the process.
Time limits
Complaints should usually be made within 12 months of the issue or when you became aware of it. We may still consider complaints outside this timeframe where there is a good reason.
Our commitment to you
- We will treat your complaint confidentially and respectfully
- Making a complaint will not affect your care or treatment
- We will use feedback to improve our services