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Complaints and Other Feedback

Last Updated: Tuesday, 16 June 2026

The GP Patient Survey

The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice. You can find out more information by clicking here.

Friends & Family Test

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It's a quick and anonymous way to give your views after receiving NHS care or treatment. You can find more information here.

Complaints

Mather Avenue Surgery strives to provide the best care with respect and compassion. But sometimes, things can go wrong. If you’re unhappy with the treatment you’ve received or the way you’ve been treated by your GP or the practice, you have the right to complain, and to be taken seriously.

Here’s a practical guide on how to complain about your GP, what to expect, and where to go for support. 

When Should You Make a Complaint?

You might consider making a complaint if:

  • You feel you’ve received poor care or treatment
  • You were spoken to in an unprofessional or disrespectful way
  • You experienced delays, lack of access, or administrative issues that affected your care
  • You feel your concerns or symptoms were ignored or dismissed

It’s OK to speak up. Complaints help practices reflect, improve services, and put things right when mistakes happen.

Step 1: Try to Resolve It Informally

If you feel comfortable, you can start by speaking directly to us:

  • Write to us at Mather Avenue Surgery, 584 Mather Avenue, Liverpool, L19 4UG
  • Call us on 0151 427 6239
  • Drop into reception in person
  • Complete an admin request health form

Often, an informal conversation can clear up a misunderstanding or result in a quick resolution.

Step 2: Make a Formal Complaint to the GP Practice

If the issue isn’t resolved you can make a formal complaint. This can be made verbally, in person or in writing. We will ask for details so please include: 

    • What happened and when
    • Who was involved (if known)
    • How it affected you
    • What outcome you would like

Time limit: You should make your complaint within 12 months of the incident, or from when you first became aware of the issue.

Step 3: Wait for a Response

We will

  • Acknowledge your complaint within 3 working days
  • Let you know how the complaint will be handled and how long it may take
  • Offer you a meeting or call to discuss the issue, if appropriate
  • Provide a written response explaining the outcome

You can also complain to the Integrated Care Board (ICB) if you do not feel comfortable raising the complaint with Mather Avenue Surgery. Their details, and how to make a complaint, are on their website here 

Step 4: Escalate the Complaint (If You’re Not Satisfied)

If you’re not happy with the response from us, you can escalate the complaint.

Option A: NHS England

You can complain to NHS England instead of Mather Avenue Surgery (but not both). This is helpful if you don’t feel comfortable complaining directly to the practice. For instance, GP at Hand’s local NHS contact details are:

British Sign Language (BSL) users can contact us to make a complaint using a BSL video interpreter. This uses a service called InterpretersLive! provided by Sign Solutions. Further information about the service and how to access it is available on the InterpretersLive! website.

Option B: Parliamentary and Health Service Ombudsman (PHSO)

If you’re still unhappy after Mather Avenue Surgery (or NHS England) has reviewed your complaint, you can contact the Ombudsman, who is independent of the NHS.

They will review whether your complaint was handled fairly and thoroughly.

Need Extra Support?

If you need help making a complaint, you can contact:

  • NHS Complaints Advocacy – free, independent support services are available in most areas.
  • Citizens Advice – they can offer guidance on how to write your complaint and what to include.
  • Patient Advice and Liaison Service (PALS) – usually for hospital issues, but may direct you to local support.

Final Thoughts

Making a complaint can feel daunting, but your voice matters. Whether you want an apology, answers, or change, the complaints process is there to ensure you’re heard and treated fairly.

Your feedback can help improve care for you and for others in your community.

Further information:

Compliments and Feedback

If you would like to send us a compliment or feedback, you can: 

Call us on 0151 427 6239

Write to us at Mather Avenue Surgery, 584 Mather Avenue, Liverpool, L19 4UG

Call in and feedback to our Care Navigators

Complete an admin health form

Patient Participation Group (PPG)

We run a patient participation group where you get to have your say on how the practice is run. If you are interested in joining, please call reception on 0151 427 6239.