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Complaints Procedure

If you have a complaint or concern about the care and treatment you have received from any of the staff at The Friary Surgery please let us know. We hope that most problems can be sorted out easily and in a timely manner by raising the concern at the time. However, if your problem is not one that can be sorted out in this way, we would like you to let us know as soon as possible, as this will help us to establish what happened more easily.  Please put your complaint in writing addressed to:

Denise Soulsby
Practice Manager
The Friary Surgery
Queens Road
Richmond
North Yorkshire
DL10 4UJ

Alternatively please ask reception for our In House Complaints form. If you need any help in completing, please ask and we will be happy to help.

We will acknowledge your complaint within two working days and aim to have a full response to you within 21 days. We will investigate the matter to find out what went wrong, what could have been done differently, any lessons we can learn as a practice and ensure you receive an apology where this is appropriate. Please note that we cannot deal with complained raised on behalf of someone else unless they give us consent to do so in writing.

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