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Compliments and complaints

Compliments and Complaints

Complaints about GPs, dentists, ophthalmologists or opticians

If you would like to make a complaint about a GP, dentist, ophthalmologist or optician you will need to contact NHS England by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or telephoning 0300 311 22 33.

We have a responsibility to investigate complaints where the person affected by the issue of complaint is a patient of one of our member practices.

Members of the public are entitled to raise a complaint with the provider of the service or with the commissioner. Birmingham CrossCity CCG accepts complaints which include services commissioned by acute trusts (hospitals) and any other provider including non-NHS services. 

Any matter of complaint must be raised with us within 12 months of the issue taking place. The CCG has discretion to investigate any issue that may have breached this, upon receipt of a valid reason.

Please be aware that we are unable to assist in the following circumstances:

  • If a complaint that has already been raised and investigated by us or by another organisation
  • If an oral complaint has been resolved to the patient's satisfaction by the end of the next working day
  • With regards to a Freedom of Information response or process undertaken
  • Where a complaint is under investigation by the Parliamentary Health Service Ombudsman

Our complaints procedure reflects the six principles of remedy as outlined in the Parliamentary and Health Service Ombudsman report.

These principles are:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvement

Patient experience

Your experience as a patient, relative or carer is important to us. All feedback, whether it is a compliment, complaint, concern or a recommendation about any of the services we commission, will be welcomed.

Feedback provided will help us to identify what we are doing right but also where we need to make changes to improve the experience of future patients. Please use the contact details listed below to let us know your thoughts.

General enquiries and complaints

If you have a general enquiry or would like to make a complaint, please let us know as soon as possible so that action can be taken to resolve the problem for you.

We can investigate any issues or concerns relating to services that are commissioned by the CCG. For further information on making a complaint please read our  Policy and Procedure for the Management of Complaints and Concerns .

If you would like to provide feedback or make a complaint, please write to:

Senior Information Governance & Compliance Manager
Birmingham CrossCity CCG
Bartholomew House
142 Hagley Road
Birmingham
B16 9PA

Telephone: 0121 255 0848

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: Send an email through our website using the Contact Us form.

What will we do?

All complaints must be submitted in writing to the Corporate Services department and should include a correspondence address. The ways in which you can contact us are listed above.

Complaints should be made to us within 12 months of the date on which the situation being complained about occurred or within 12 months of the complainant became aware of the situation, although the CCG does have discretion to investigate a complaint made beyond this time limit.

If a complaint is being made by a representative on behalf of the patient, the patient must provide their consent to the release of confidential information to the representative. Complaints will only be considered to have been received, and the CCG's responsibility for answering them will only begin, once consent has been received.

When we receive a complaint we will:

  • Acknowledge it within three working days
  • Contact you or your representative to provide consent to the release of confidential information
  • Aim to carry out an investigation and response to you within 35 working days if your complaint relates to a provider organisation, or within 25 days if the complaint relates wholly to the CCG

 Read our complaints leaflet.

What to do if you are unhappy with our response

If you are unhappy with our response you can contact us to ask for further consideration of your complaint. If we feel that a comprehensive response has been provided and the complaint cannot be resolved by us, you can take your complaint to the Parliamentary and Health Service Ombudsman.

Write to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Independent advice and support

NHS Complaints Advocacy Service - A free and independent service that can help you make a complaint about a National Health Service. Visit www.nhscomplaintsadvocacy.org, call 0300 330 5454 or email This email address is being protected from spambots. You need JavaScript enabled to view it.

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