NHS Complaints:

Surrey and Sussex ICB:

New arrangements for complaints about GP, pharmacy, optometry and dental services.  There are two ways people can make a complaint about GP Practices, dentists, opticians or pharmacies:

• They can complain to the healthcare provider: this is the organization where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or
• They can complain to the commissioner of the service: this is the organization that paid for the service or care they received.

From 1st April all Surrey practices within the former Frimley ICB area will fall under the Surrey Heartlands area within the new Surrey and Sussex ICB.

From 1 April 2026, Surrey Heartlands will be responsible for handling complaints it receives about GP, pharmacy, optometry and dental services for residents in the Surrey and Sussex ICB area, where complainants indicate that they wish the ICB to handle their complaint.
The direct management of primary care complaints has moved to Surrey and Sussex ICB from the South East Complaints Hub.
Handling these complaints at the ICB level will better enable local teams to identify themes and trends that can drive improvements and lead to changes in service delivery. The ICB’s Complaints Team already handles complaints about a wide range of NHS-funded services so this will align the primary care complaints service with those.

Surrey Heartlands ICB Complaints:
Email: syheartlandsicb.complaints@nhs.net
Telephone: 0300 561 2500
Post:
NHS Surrey Heartlands ICB, Block C, 1st Floor, Dukes Court, Woking, Surrey, GU21 5BH
If you have any queries as to how the service handles complaints please contact the Complaints Team:
Email: syheartlandsicb.complaints@nhs.net

Text: 07917 087 560

Complaints Procedure:

Anyone who provides NHS services must have a complaints procedure.  You an often find more information about this in waiting rooms, at reception, on the service providers website or by asking a member of staff.

You can complain to the directly to the service provider or to the commissioner of the service who pays for the service you have used.  You can not complain to both.  You can make a complaint either verbally, in writing or via email.  You should have an acknowledgement of your complaint within 3 working days.  You will be advised as to how long it will be to resolve your particular complaint and a written response will be issued once investigation has been completed.