Comments, Suggestions and Complaints

Pilning Surgery, Montpelier Health –  Feedback and Complaints

If you are dissatisfied or especially pleased with your experience at Pilning Surgery, you can tell us by offering feedback or submitting a complaint. Both forms are attached at the bottom of this page, and you can send your completed form to the email address below or give it to a receptionist at the surgery.

If you submit a complaint, you will receive acknowledgement of receipt of the complaint within two working days. Pilning Surgery is part of Montpelier Health, and all complaints are investigated by the Complaints Team who are based at Montpelier Health Centre, Bristol. They will then investigate the complaint before responding to your concerns fully, usually within 10 working days.

If you are dissatisfied with our response, you can escalate the complaint to the Health and Parliamentary Ombudsman. Please see the section below on ‘unresolved complaints’ for further information.

Making complaints or raising concerns about NHS services in Bristol

BNSSG Bristol Integrated Care Board (BNSSG ICB) has responsibility to commission the best possible health treatment and care for the local population.
You can help improve the quality of services by sharing your experience with the BNSSG Customer Services Team. They can advise and help you with a variety of enquiries including general queries, compliments, concerns, and complaints.
The service is confidential, and your feedback will not affect your treatment in any way.

Services the BNSSG ICB commissions for you

  • Urgent and Emergency Care
  • Planned (elective) hospital care, such as operations and treatments
  • Community health services
  • Rehabilitation for those recovering from operations and certain conditions
  • Maternity and new-born services (excluding neonatal intensive care)
  • Infertility services
  • Children and young people’s health services
  • Mental health services
  • Continuing health care for people with on-going health needs, such as nursing care

If you do not feel you can talk about your problem with Pilning Surgery, please contact the BNSSG ICB Customer Services for advice and help on how to move forward with your concerns using the details below.

Tel: 0117 900 2655 or 0800 073 0907 (freephone)
Post: Customer Services Team, NHS Bristol, North Somerset and South Gloucestershire ICB, 360 Bristol – Three Six Zero, Marlborough Street, Bristol, BS1 3NX

North Bristol NHS Trust

Frenchay, Cossham and Southmead Hospitals
Advice & Complaints Team (ACT)
Beaufort House, Beaufort Way, Southmead Hospital, Bristol, BS10 5NB
Tel: 0117 323 3741
Fax: 0117 323 6561

University Hospitals Bristol

Bristol Eye Hospital, Bristol Royal Infirmary, Bristol Dental Hospital, Bristol Royal Hospital for Children, St Michael’s Hospital, Bristol Haematology and Oncology Centre, Bristol Heart Institute, South Bristol Community Hospital, Bristol Homeopathic Hospital, Bristol Sexual Health Centre:
Tel: 0117 342 3604
Post: Patient Support & Complaints Team, Trust Headquarters, University Hospitals Bristol, Marlborough Street, Bristol, BS1 3NU

NHS England has responsibility for primary care in Bristol; GP practices, dental practices, opticians and pharmacies. People with complaints or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy will need to contact either the individual practice or the NHS England Customer Contact Centre:

Tel: 0300 311 22 33
Post: NHS England PO Box 16728 Redditch B97 9PT

Unresolved Complaints

In all complaints, the final stage for unresolved complaints is to ask the Parliamentary and Health Service Ombudsman to review the complaint.