NHS primary care complaints procedure

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.  By primary care services we mean GPs, dentists, opticians or pharmacy services.

There are two ways you can make a complaint: 

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   
• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. 

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact NHS North West London instead of NHS England.  

You can do this by: Telephone: 020 3350 4567 (This is an automated service. Please leave a message requesting a call back). E-mail: nhsnwl.complaints@nhs.net