We welcome your feedback and suggestions to help us improve our services.

Please click “Here” to complete the form and share your comments or ideas with us.

Important information before you submit:

• This form is for general feedback and suggestions only.

• It is not monitored daily and is reviewed approximately once per month.

• Your feedback will be discussed at our practice meetings to help us improve our processes and services where appropriate.

• You may not receive a direct response to your submission, but we genuinely value your input.

⚠️ Please do not use this form for urgent matters, medical concerns, or individual problems requiring action.

If you need support, have a medical query, or require assistance with an appointment, please contact reception directly by phone so we can help you promptly.

For formal complaints, please follow our complaints procedure available on our website or from reception.

Thank you for helping us improve our service.

At Bancroft Medical Centre, we are committed to providing safe, compassionate and high-quality care to all our patients. We welcome feedback, compliments, concerns and complaints as they help us improve our services and patient experience.

We understand that sometimes things may not go as expected, and we want to work with you to resolve any concerns fairly, openly and as quickly as possible.

How to Raise a Concern or Complaint

Most concerns can often be resolved quickly at a local level. If you have a concern, please speak to a member of our team who will do their best to help.

If you would like to make a formal complaint, this can be done verbally or in writing.

You can:

• Speak to a member of staff
• Request a complaints form from Reception
• Email us at: complaints.bancroftmc@nhs.net 
• Write to us at:

Bancroft Medical Centre
30 Bancroft
Hitchin
SG5 1LE

Telephone: 01462 654040

Complaint Timeframes

Complaints should normally be made within:

• 12 months of the incident, or
• 12 months from when you became aware of the issue.

Our complaints team will acknowledge your complaint within 3 business days.

We aim to investigate complaints thoroughly and provide a response as soon as possible. We will also keep you updated throughout the investigation process.

Confidentiality

All complaints are handled in strict confidence.

Complaint records are kept separately from medical records and raising a complaint will not affect the care or treatment you receive from the Practice.

Third-Party Complaints

We can accept complaints made on behalf of a patient, provided we have the patient’s consent to do so.

A Third-Party Complaint Consent Form is available from Reception.

If You Prefer to Complain to the ICB

If you do not wish to complain directly to the Practice, you can contact the Integrated Care Board (ICB), who can investigate your complaint independently.

Patient Experience Team
Hertfordshire and West Essex Integrated Care Board
The Forum, Marlowes
Hemel Hempstead
Hertfordshire
HP1 1DN

Telephone: 01992 566122
Email: blmkicb.contactus@nhs.net 

Advocacy Support

Independent advocacy support is available to help you make or manage a complaint.

POhWER: 

• E-mail: pohwer@nhs.net    
• Telephone: 0300 456 2370   
• Website: www.pohwer.net/

Other:

• Advocacy People: 0330 440 9000
• Age UK: 0800 055 6112
• Your Local Council may also provide details of local advocacy services.

Parliamentary and Health Service Ombudsman (PHSO)

If you remain dissatisfied following the outcome of your complaint, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO).

Parliamentary and Health Service Ombudsman
Milbank Tower, Milbank
London
SW1P 4QP

Or:

Citygate, Mosley Street
Manchester
M2 3HQ

Telephone: 0345 015 4033

Website: Parliamentary and Health Service Ombudsman

Please download our Complaints Leaflet below: 

Complaints  Leaflet