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Complaints & Compliments

We endeavour to provide our patients with the best possible care. Whether you have a comment, suggestion, compliment or complaint about our team or the care you receive we would like to hear from you.

We have a suggestion box in our reception area. You can print our Praise or Grumble form below and deposit it at the suggestion box whenever you come to the surgery.  The box is accessed regularly but if your issue is urgent please refer to the desk and ask to speak to the HR & Patient Liaison Manager or Operational Manager.

Praise or Grumble

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If this is not possible and you wish to make a complaint, please inform us as soon as possible - ideally, within a matter of days or at most a few weeks.  This will enable us to establish what happened more easily.  If this is not possible please let us have details of you complaint with 12 months of the incident that caused the problem.

If You Wish Us to Handle Your Complaint

Your complaint should be addressed to Dianne Brown - HR and Patient Liaison Manager

You can complain by:


Calling: 01472 254600

Writing: Field House Medical Group, Freshney Green Primary Care Centre, Sorrel Road, Grimsby, DN34 4GB

There is a template below you may wish to use to help you complete your complaint.

Alternatively, you may ask for an appointment with Mrs Brown in order to discuss your concerns.  She will explain the complaints procedure and will ensure that your concerns are dealt with promptly.  To assist with our investigations we would ask you to be as  specific as possible about your complaint.

Complaint Form

Complaint Leaflet

If you wish NHS England to Investigate

You can complain by:


Calling: 0300 3112 233 (Monday to Friday 08:00 - 18:00 - excluding Bank Holiday)

Writing: NHS England, PO Box 16738, Redditch, B97 9PT

PALS - Patient Advice and Liaison Service

You can complain by:


Calling: 0300 3000 500

Writing: North East Lincolnshire Clinical Commissioning Group, Athena, Saxon Court, Gilbey Road, Grimsby, DN31 2UJ

What Happens Next

If you write or e-mail us, you will receive a receipt acknowledgement letter or e-mail.  If you call or speak to the manager she will ask you how you wish the complaint to be responded to.  We strive to investigate and respond to complaint as soon as possible but we acknowledge that sometimes, depending on the nature of the issue, it may take a while to provide an appropriate response and to be in a position to offer you an explanation, or a meeting with the people involved.  On investigation we shall aim to:

  • Establish what happened and what went wrong;
  • Make it possible for you to discuss the problem with those concerned;
  • Where appropriate ensure you receive a formal apology;
  • Identify what can be done to avoid the problem recurring.
Complaining on Someone Else's Behalf

Please note that Field House Medical Group is bound by law to keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we need to be sure that you have their permission and therefore we will require the patient's written consent or legal equivalent.

What to do When you are not Happy with the Outcome

If you are not happy with the explanation provided or the outcome of the investigation, and you have  exhausted all other options, you can refer your complaint to:

The Parliamentary and Health Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Complaints Helpline: 0345 0154 033 (Monday - Friday 08:30 - 17:30)

Fax: 0300 0614 000




Patient Information Leaflet

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