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Comments And Suggestions 

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing to our Practice Manager. 

Complaints Procedure 

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.

Complaints should be addressed to the Practice Manager, Pinehill Surgery, Pinehill Road, Bordon, Hampshire GU35 OBS or emailed to  Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns.

The Complaint Procedure is available by clicking the link below or from Reception. Full details will be taken and a decision made on how best to undertake the investigation.

Complaints Leaflet

Complaints about NHS Service (for both primary and secondary care)
If you have a concern about the NHS services (which includes dentist, pharmacy, optician, primary or secondary care, you can contact the

NHS Commissiong Board, PO Box 16738, Redditch, B97 9PT

or email :


Complaints about Clinical Commissioning Group (CCG) and services that are provided by the CCG need to be directed to


The Independent Advocacy Service (SEAP) also provides support to people if they have a complaint regarding National Health Service treatments and issues relating to continuing care within primary care or secondary care.
They can be contacted on 0300 440 9000 or email :

Zero Tolerance Policy

We strongly support the NHS policy on Zero Tolerance Policy. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.  

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