Making a complaint


Valens Medical Partnership is keen to provide all patients with high quality care and it is always of concern when patients express dissatisfaction with our services.

If you are unhappy with any aspect of your care at any of our surgeries, please advise any member of staff, and we will endeavour to assist you. To make a formal complaint, you can:

  • Call our complaints line on 01670 844311 and leave a message
  • Submit a complaint form or written letter to any practice
  • Email our complaints department at
  • Speak to any member of staff

We welcome your feedback, and use it to help improve our services. Your care will not be affected by making a complaint.


To download or print our Valens Complaints Form, please click here.

For more information on our complaints policy, please click here.


Once your complaint has been registered, we will acknowledge your complaint via phone call, email or letter within three working days.
We’re committed to fully investigating your complaint within 28 working days, but if the investigation looks likely to last longer than 28 working days, we will contact you and advise you on the estimated time frame.
Once the investigation is complete, you can expect a letter of response from us detailing our findings.

Making sure you feel heard is important to us. Throughout the process, you can contact us on 01670 844311 to discuss your complaint further. Be sure to leave a message, and a member of our team will call you back as soon as possible.

Details of the Integrated Care Board can be found here:
Compliments and complaints | North East and North Cumbria NHS (


Zero Tolerance

We are here to help you.

Our staff have the right to be treated with dignity and respect at all times without the risk of threatening behaviour or violence.

This behaviour will not be tolerated towards our staff and may result in offenders being asked to leave and could be removed from our patient list.

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