Procedure for Complaints

We always try to give you the best service possible but there may be times when you feel this has not happened.

Our complaints team aims to respond to all complaints both promptly and courteously. Our procedure is not able to deal with questions of legal liability or compensation.

We hope you will use it to allow us to look into and, if necessary, put right problems you have identified or mistakes that have been made.

If you wish to make a complaint please contact our Complaints Manager Sue Dwyer or Hub Manager Bruce Bonar.

Your complaint will be acknowledged within three working days and we aim to provide a full written response to your complaint within 28 working days.

Non clinical complaints will be investigated and responded to by the Hub Manager and site management teams.  Complaints of a clinical nature will be investigated and responded to by our Lead GP for complaints.

Complaints can be made in writing, addressed to:

Lakeside Healthcare Stamford
St Mary’s Medical Centre
Wharf Road

Or by email using the following email address:

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.


Telephone: 0300 200 0084