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Concerns and complaints about health services

The way you can complain about NHS primary care services changed on 1 July 2023. GPs, dentists, opticians or pharmacies are examples of 'primary care' services. 

There are two ways you can make a complaint (but you cannot apply to both for the same complaint.)

Directly to the healthcare provider - the organisation where you received the NHS service, for example a GP or dental surgery.

To the 'commissioner' of the service - the organisation that paid for the service or care you received, for example NHS England or the Integrated Care Board. If you want to make a complaint about primary care services to the commissioner you will now need to contact the South West London Integrated Care Board (ICB) instead of NHS England.

For the SW London ICB telephone 0800 026 6082, or email:  [email protected]
By post: NHS South West London, 120 the Broadway, Wimbledon, London SW19 1RH 

You have the right to make a complaint about any aspect of NHS care, treatment or service. The NHS encourages feedback, including through complaints, because it's used to improve services. 

More information about how to complain to the NHS

Designated Clinical Officer (DCO)

The Designated Clinical Officer for Special Educational Needs and Disability (SEND) for Kingston and Richmond, welcomes contact from young people, parents and carers who may wish to feed back about their experience of health services. ‚Äč

Andrea Ferns

Designated Clinical Officer for Special Educational Needs and Disabilities

Email: [email protected]

NHS South West London Integrated Care Board (ICB)
Thames House
180 Teddington High Street
TW11 8HY

Raising a complaint about 'health' input to an Education, Health and Care Plan

If you wish to raise any concerns in relation to the 'health' input into a child’s Education, Health and Care Plan, please contact the Patient Advice and Liaison Service on:

Phone: 0800 026 6082

Email: [email protected]

Hours: Monday to Friday 9am to 5pm