Changes to who you can complain to about Primary Care Services
There are two ways you can make a complaint about Primary Care Services (this includes GP, dentist, optician or pharmacy services):
- You can complain direct to the provider of the service i.e a GP surgery or a dental surgery
- You can complain to the commissioner of the service, this is the organisation that paid for the service of care you received
On 1 July if you want to make a complaint about primary care services to the commissioner then you will need to contact Coventry and Warwickshire Integrated Care Board (ICB) instead of NHS England.
You can do this by:
Telephone: 024 7652 6815
E-mail: cwicb.complaints@nhs.net
Writing to them at:
Complaints Team
NHS Coventry and Warwickshire Integrated Care Board
Westgate House
Warwick
CV34 4DE
If you have an ongoing complaint received on/after 1 July 2022 then you will receive a letter form NHS England to let you know that the ICB is now handling your complaint with confirmation of the case handler.
If you have an ongoing complaint received before July 2022 then you will receive a letter from NHS England confirming that your complaint is being retained by them and confirmation of the case handler.
The Central NHS England Complaints team will retain the handling of complaints for some serviced commissioned directly by NHS England. These include:
- Specialised commissioning
- Health and Justice
- Armed Forces Health
- Section 7a (Public Health Immunisations and Vaccinations
- PCSE
- Services delivered nationally by NHS England to patients/public - such as Screening Call and Recall, NHS App etc)
