Comments and complaints

We will respond to any concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously regardless of their nature. Please make us aware of any problem no matter how small; we need to know so that action can be taken to rectify it.

Action upon receipt of a complaint:

Stage 1

If you wish to make a comment or complaint:

  • Ask to speak to a senior person on duty. The sooner this is received the better it will be. It will allow us to rectify the problem or issue when it occurs.

Stage 2

If your concerns are not resolved to your satisfaction, then please contact the centre director by email: admin.team@suttonmed.co.uk or in writing to us at:

  • Centre director
    Ashfurlong Medical Centre
    233 Tamworth Road
    Sutton Coldfield
    West Midlands
    B75 6DX

The complainant can expect:

  • A written acknowledgement of your complaint within 2 working days of receipt of your complaint.
  • A detailed written response within 20 working days of receipt of your complaint.
  • To be notified if, for any reason, there is a delay in responding to your complaint.

Stage 3

If you are still unhappy with the investigation you have the right to take the complaint to an external organisation (ISCAS) for an independent external review.

This involves an independent external review carried out by a nominated adjudicator who is completely independent of Sutton Medical Consulting Limited. This process is run by the Independent Sector Complaints Adjudication Service, you can email them at info@iscas.org.uk or phone 02075 366091.

You may also wish to to share your experience with the Care Quality Commission:

You can also download a copy of our complaints procedure: