Complaints
We try to give the best possible service, but sometimes things go wrong. If you are unhappy with any part of your care or treatment, please tell us. Complaining will not affect the care you receive.
If you would like to share general feedback or a compliment rather than make a complaint, you can use our Friends and Family Test.
How to complain
You can raise a concern in whatever way is easiest for you:
- speak to a member of our team, in person or by phone on 01273 305723, who may be able to put things right straight away
- send an online message
- email the Practice Manager at sxicb-bh.saltdeancomplaints@nhs.net
- write to the Practice Manager at Saltdean & Rottingdean Medical Practice, Grand Ocean, Longridge Avenue, Saltdean, Brighton, BN2 8BU
What to include
Whichever way you get in touch, it helps if you can tell us:
- your name and date of birth;
- what happened and when, with any dates and names you have;
- what you would like us to do to put it right.
When to complain
It is best to raise a concern as soon as possible after the event. We can normally look into complaints made within 12 months of the event, or within 12 months of you becoming aware of the problem. We may still be able to look into older complaints, so please ask.
What happens next
We will acknowledge your complaint within 3 working days and agree with you how it will be handled and how long it is likely to take. We will look into what happened, explain it as clearly as we can, say sorry if things went wrong, and tell you what we will do to put things right.
Your complaint is handled in confidence and kept separate from your health records.
Complaining for someone else
We must keep to the rules of patient confidentiality. If you are complaining on behalf of someone else, we will need their written consent, unless they are unable to give it, for example a child or a person who lacks capacity.
If you would rather not complain to us
You can choose to complain either to the practice or to the organisation that funds our services, NHS Sussex (the integrated care board), but not both. To complain to NHS Sussex, email sxicb.complaints@nhs.net, or visit the NHS Sussex comments and complaints page.
Independent help and advice
You can get free, confidential and independent help to make your complaint from an NHS Complaints Advocacy service. In our area this is provided by The Advocacy People, on 0330 440 9000.
Healthwatch Brighton and Hove can also give you advice about NHS services. Call 01273 234 040 or visit healthwatchbrightonandhove.co.uk.
If you are still unhappy
If you are not satisfied with our final response, you can ask the Parliamentary and Health Service Ombudsman to review your complaint. Call 0345 015 4033 or visit ombudsman.org.uk.
Telling the Care Quality Commission
You can also tell the Care Quality Commission (CQC) about your experience of our services. The CQC cannot look into or resolve individual complaints, but it uses what people tell it to monitor the quality of care. You can share your experience at cqc.org.uk/give-feedback-on-care.
This page was last updated in June 2026.
