Making a Complaint

We are committed to providing high-quality care. If you are unhappy with any aspect of our service, you have the right to make a complaint. Making a complaint will not affect your care or treatment.

How to Make a Complaint
You can make a complaint in any of the following ways:

Email: igpc.admin@livgp.nhs.uk
Post: FAO iGPc, Rocky Lane Medical Centre, 80 Rocky Lane, L16 1JD.


If you need support to make a complaint, please let us know- We can provide information in large print, easy-read, or other languages. You can also ask for an interpreter.

If you are complaining on someone else’s behalf we will need their written consent before we can discuss their care with you.

What Happens Next

• We will acknowledge your complaint within 5 working days.

• We aim to provide a full response within 30 working days. If we need more time, we will keep you updated.
• Your complaint will be handled confidentially and will not be recorded in your clinical notes.

Taking Your Complaint Further

Complaints and enquiries relating to services commissioned by NHS Cheshire and Merseyside Integrated Care Board (ICB) can be raised with them directly or escalated to them following a response to your complaint. 

In many cases, concerns can be resolved more swiftly and effectively by engaging directly with the organisation that delivered the care, without the need for the ICB to be involved at an early stage. However, should you wish to contact the ICB to make a complaint, the information on how to do so can be found here:

 https://www.cheshireandmerseyside.nhs.uk/contact/complaints/

The ICB complaints webpage provides clear guidance for patients on:

• When it is appropriate to raise a concern or complaint with an individual provider in the first instance
• How to contact the correct organisation responsible for their care
• The role of the ICB in complaints handling
• Alternative support routes, including advocacy and independent support services

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