Complaints Procedure

We welcome any comments you may have on the services we provide, whether that is a compliment, a concern or a complaint. Our aim is to provide the best possible care and treatment for you and understand that although we strive for excellence, occasionally things may go wrong or may not be how you would like. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problem that may occur.

If you wish to complain:

If you wish to make a complaint then we ask that you contact us as soon as possible after the cause of the complaint as this will make it easier to investigate and establish what happened. If that is not possible, then we ask that we have details of your complaint:

Within 12 months of the event
Within 12 months of discovering that you have a problem

You can send compliments, feedback or complaints to:

[email protected]

In writing to:
Wendy Hancock
Practice Manager
Shap Medical Practice
Peggy Nut Croft
CA10 3LW

We will acknowledge your complaint within 5 working days and offer to meet you to discuss the complaint, at a time to suit you. We will advise you of how we will investigate your complaint and the likely time for the investigation. If you do not wish to meet then we will aim to provide you with a written response within 30 working days.

If you are dissatisfied with the outcome

Shap Medical Practice hopes that if you have a problem you will use the Practice Complaints Procedure, and that you feel that the Practice has responded with a satisfactory outcome. However, if you feel you cannot raise your complaint with us, or you are not satisfied with our final response from the Practice, please contact NHS England, who commission our service.

NHS England

Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)


Complaints Manager
NHS England
PO Box 16738
B97 9PT

Email: [email protected]



If you are not satisfied that your concerns have been resolved by NHS England, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

The Ombudsman’s Complaints Helpline

Tel:  0345 015 4033


Textphone (Minicom): 0345 0154033

Advocacy – Helping you with your complaint

Best Life Advocacy provided by People First Cumbria can guide and support you through the complaints process. They can help you put your complaint in writing and attend meetings with you, but they do not investigate complaints.

Tel: 03003 038 037

Email: [email protected]


Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission.

Tel: 03000 616161