A procedure for dealing with patients' grievances or complaints operates in accordance with national criteria laid down by the NHS. Advice on how to make a complaint is available at reception - where you can collect an information leaflet. If you wish to discuss your complaint informally, you can do this by contacting the General Manager in writing, or by telephoning the practice. Any formal complaint should be made in writing, then forwarded to the practice where it will be dealt with thoroughly, speedily and confidentially.