Freezywater Primary Care Centre
2B Aylands Road Enfield Middlesex EN3 6PN
Tel: 01992 676 202
Fax: 01992 764 570
Out of Hours: 111
Extra GP appointments in the evenings and at weekends are available to Enfield patients. Hub opening hours are 6.30pm - 8pm weekdays and 8am - 8pm weekends and public holidays.

Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors/nurses or any of the staff working in this Practice, please let us know. Our complaint system meets national criteria.

How to Complain:

You may complain informally/formally by contacting any of our practice staff/Practice Manager. We hope that most of the problems can be resolved easily and quickly often at the time they arise and with the person concerned. If your problem cannot be resolved this way, and you wish to make a complaint, we would like you to write to us as soon as possible — ideally within a matter of days as this will enable us to establish what happened more easily. If this is not possible please write to us with details of your complaint.
Complaints should be addressed to The Practice Manager. Alternatively you could make an appointment to see the Practice Manager who will explain the complaints procedure to you.
To protect patients' confidentiality, if you are complaining on behalf of a patient. Please obtain a written consent from him/her for us to be able to pursue and investigate the complaint.

What We Shall Do

We shall acknowledge your complaint within 3 working days and aim to resolve it within a suitable timeframe (average 28 days). If for some reason we have not been able to do so, we shall write to you informing you of the reason for the delay.
We will offer you a meeting with the practice manager to agree a timeframe for resolution and to reach an agreement with you on how you wish the complaint to be handled and the likely period for completion of the investigation and response to you. If you would prefer not to accept the offer of a discussion we will determine a specified response period and notify you in writing of that period.
We will do our best to address your concerns fully, seek an explanation for the problem and discuss with you any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly.
We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response.
All complaints will be recorded in writing by the Practice and you will be provided with a copy of the written record.
When we look into your complaints, we will aim to:

  • Find out what happened and what went wrong
  • Advise you what we will do to put the matter right
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

We hope that we are able to resolve your complaint to your satisfaction and are able to put right whatever has gone wrong. If you are dissatisfied with the outcome of the local resolution, you may request that your complaint is considered by the Parliamentry and Health Service Ombudsman at the address below:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank SW1P 4QP
Telephone: 0345 015 4033
Fax: 00300 061 4000
Visit their 'Making a complaint page' to complain online or download a paper form.
Please Click here for our Practice's complaints form.


print this page