How to Make a Complaint

We are committed to providing high-quality care for all our patients. If you feel our service does not meet your expectations, we want to hear from you so we can improve.

How to Raise a Concern or Complaint

Step 1: Speak to Us

In many cases, we can resolve concerns quickly and informally.

You can:

Speak to a member of our reception team
Ask to speak to the Practice Manager
Email or write to us

Step 2: Make a Formal Complaint

If your concern cannot be resolved informally, you can make a formal complaint.

Please include:

Your name and contact details
A clear description of your concern
Relevant dates or details

📧 Email: cmicb-wi.thevillamedicalcentre@nhs.net
📞 Phone: 0151 6084702

📍 Address: The Villa Medical Centre, 1-2 Roman Road, Prenton CH433DB

⏱️ What Happens Next

We will acknowledge your complaint within 2 working days
We aim to investigate and respond within 10 working days
If this is not possible, we will keep you updated on progress

👤 Complaints Lead

The person responsible for handling complaints is:

Practice Manager
The Villa Medical Centre

She will ensure your complaint is handled fairly, confidentially, and in line with NHS procedures. Please click here for our Complaints leaflet 2026

🔄 If You Are Not Satisfied

If you are unhappy with our response, you can escalate your complaint:

You may wish to contact :

NHS Cheshire & Merseyside Integrated Care Board (ICB) https://www.cheshireandmerseyside.nhs.uk/contact/complaints/. Their website provides clear guidance for patients
PALS – Arrowe Park Hospital, 0800 432 0251

CONTACTING THE CARE QUALITY COMMISSION

If you have a genuine concern about a staff member or regulated activity carried on by this Practice, then you can contact the Care Quality Commission on 03000 616161, or visit the following website: Care Quality Commission

PALS, ICAS and Ombudsman

PATIENT ADVISORY LIAISON SERVICE (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office can be found at https://www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service/

NHS COMPLAINTS ADVOCACY SERVICE

This is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local service can be found on: https://www.pohwer.net/nhs-complaints-advocacy

OMBUDSMAN

As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman, who investigates complaints about the NHS in England. You can contact the Ombudsman: Citygate, Mosley Street, Manchester M2 3HQ Tel: 0345 015 4033 https://www.ombudsman.org.uk/

⏳ Complaints should usually be made within 12 months of the issue.

🤝 Support with Making a Complaint

If you need help or advice, you can contact independent advocacy services: