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Bellingham Green Surgery

24 Bellingham Green
Telephone: 020 8697 7285
Fax: N/A

   How Do I Make A Complaint

We believe that the quickest way of resolving a concern is by raising it directly with a member of the practice team as soon as you can.

We will try to deal with your concern as quickly as possible. You can also contact the reception or ask for the Practice Manager in order to discuss your issues. If we are unable to resolve your complaint and you wish to make a formal complaint, please do so in writing as soon as possible after the event, ideally within a few days.

All complaints should be addressed to the Patient Services Manager: Dominic Garforth,, 0208 697 7285, 24 Bellingham Green London SE6 3JB. Please use the form below and describe your issue as concisely as possible. This will help us to establish what happened more easily.

Please click here for the complaints form.

If you are unable to complain immediately after the event then your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

If you are not comfortable complaining directly to us, or if you feel this is not appropriate, you may choose to complain to NHS England.
HS England PO Box 16738 Redditch B97 9PT
Tel: 0300 311 22 33

If you are making a complaint please state: ‘For the attention of the complaints team’ in the email subject line. If you are dissatisfied with the outcome of your complaint resolution by us or NHS England, you may contact the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.
The Parliamentary and Health Service Ombudsman Millbank Tower, Millbank London, SW1P 4QP
Tel: 0345 015 4033

What we will do
Our Practice Manager will make sure that your concerns are dealt with promptly and will acknowledge receipt of your complaint within 3 working days. They will aim to have looked into the case within 10 working days. If the case is likely to take longer we will let you know and keep you informed as the investigation progresses.

Your care and treatment will not be affected as a result of making a complaint. We will look into your complaint to: A) Find out what happened and what went wrong B) Invite you to discuss the problem. C) Identify what we can do to make sure that the problem does not happen again.
ou will receive a written response setting out the result of the investigation.

Complaining on behalf of someone else Medical records are protected by the Data Protection Act and GDPR 2018. If you are complaining on behalf of someone else we need to know that you have their permission to do so. You will need to provide a note, dated and signed by the patient with their consent, agreeing that they are happy for you to act on their behalf.

I need help with my complaint
If you feel you are unable to make a complaint yourself and need support, you can access an Independent Health Complaints Advocate.
ealthwatch Lewisham 2nd Floor, Old Town Hall Catford Road London SE6 4RU
el: 0208 690 5012

Independent Feedback
You can also contact your local Healthwatch to leave your feedback and comments on a service. The feedback is anonymous. Healthwatch Lewisham is independent and acts as a patient champion in health and social care services. Healthwatch Lewisham at the above address.

Useful organisations
Lewisham Citizen Advice
eemore Community Hub Bonfield Road London SE13 5EU
Tel: 0800 231 5453

Lewisham Speaking Up
Lewisham Speaking Up is an independent charity for people with learning disabilities.
lbany Centre & Theatre Douglas Way London SE8 4AG
Tel: 020 8691 7198

Please note that the Practice will not tolerate abuse or violent behaviour from patients.  If a patient is threatening to a member of staff, other patients or anyone visiting the practice, the police may be called and you may be removed from our list.



CQC Report

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