Complaints Procedure

Our procedure is detailed below along with information of how to get help locally.

If you would like help or assistance it is available through the Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS). They can be contacted:

Healthwatch IHCAS: 03000120122
Healthwatch West Sussex IHCAS, The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex, RH14 9QW

From 1st July 2023 any complaints to NHSE should be directed to the local ICS How to complain to the NHS – NHS (

The complaints procedure has two stages

Stage one: Local Resolution

Wherever possible the NHS looks to resolve complaints at a practice level. Please send complaints to, for the attention of the Practice Manager:

Once the complaint has been received it will be formally acknowledged in writing by the Practice within three days.

The complaint will be dealt with timely and efficiently and the complainant will be regularly informed of the progress of the investigation.

There are no longer any statutory timescales within which the complaint must be handled other than an expectation that a case will be concluded within six months. Most complaints are normally investigated and concluded within a matter of days.

If you do not want to deal directly with the practice then the alternative route is:

Complainants have the right to choose whether they complain direct to the service provider (practice) or to the commissioner of that service, in this case NHS England via the National Contact Centre:

Further information is available at:

Full copy of the regulations is available

When a complainant makes their complaint to NHS England, it is forwarded it to the practice.  The practice then carries out its own investigation and responds to NHS England, providing copies of relevant medical records.  Where a complaint is about clinical matter, a review of the complaint, response and records is undertaken by one of the Surrey and Sussex Medical Advisers following which a response sent from the Area Director usually enclosing the practice response.

If a complaint has already been made direct to the practice, then NHS England cannot investigate.

Complainants should normally be current or former patients or nominated representatives. If someone other than the patient makes a complaint they will need to have the authority to do so in order to protect patient confidentiality.

The normal time limit whereby patients can raise a complaint is extended to 12 months and can be longer depending on the circumstances.

Stage two: Parliamentary and Health Service Ombudsman

Complainants not content with the outcome of their complaint at local level can contact the Health Service Ombudsman to independently review their case

11- 13th Floor
Millbank Tower
Tel: 0345 015 4033

In deciding whether to discuss or investigate a complaint, the Ombudsman has access to all the paperwork generated by local resolution and has powers to compel disclosure of documents and the attendance of witnesses, if necessary

Details of how to get the Silverdale complaints policy and procedures are on our notice boards, on our website, in the practice brochure and available by asking at Reception.

BSUH Patient Liaison Service

You can contact the PALS team by telephone between 10am and 4pm on:

  • 01444 441881 extension 5909 (for issues at Haywards Heath site)
  • 01273 696955 extension 4029 or 4588 (for issues at Brighton site)
  • Or by email at for either site.