Contact the practice

How to make a complaint

At Inclusion Health Devon, we are committed to providing high-quality care in a compassionate and respectful way. We welcome all feedback whether it’s a compliment, a suggestion, or a concern.

Compliments and Constructive Feedback

We love hearing when things have gone well. If a member of our team has made a positive difference, please let us know. Your kind words are always shared with the team and help boost morale.

We also value constructive criticism and are committed to learning from less positive experiences to help us improve our services.

Making a Complaint

We aim to resolve most issues quickly and informally. If you’re unhappy with any aspect of our service, we encourage you to speak to a member of the team at the time, if you feel comfortable doing so.

​If your concern is not resolved or you prefer to raise it more formally, please contact:

James Davies
Practice Business Manager
Inclusion Health Devon
Clock Tower Surgery, CoLab, Wat Tyler House, King William Street, Exeter, EX4 6PD

01392 208290

d-icb.ctsmanagers@nhs.net

You can submit your complaint in writing, by email, or via our online contact form. We can also provide a paper complaints form on request.

​We ask that complaints are made as soon as possible, ideally within a few days of the incident.

Complaints must be made within:

• 12 months of the event, or
• 12 months of becoming aware that there was an issue.

What Happens Next?

Once we receive your complaint:

• We will acknowledge it within 3 working days.
• We aim to complete our investigation and respond within 10 working days.
• If more time is needed, we will let you know and keep you updated.
• You may be offered a meeting to discuss the complaint further.

We will always aim to:

• Understand what happened and why
• Offer an apology, where appropriate
• Explain what we have learned and what actions we are taking to improve
• Provide a clear written response when the investigation is complete

​Complaints Involving Other Organisations

If your complaint involves another provider (e.g. social care), we will work with them to provide a coordinated response. We may need your consent to share your information in order to do this.

​Making a Complaint on Behalf of Someone Else

To protect patient confidentiality, we can only discuss a complaint with someone other than the patient if we have written permission from the patient.
If the patient is unable to give consent due to illness or incapacity, please explain this in your complaint.

We have a Third-Party Consent Form you can complete to confirm permission.

​Support and Further Advice

If you need support in making a complaint, you can contact the Patient Advice and Liaison Service (PALS) for free, confidential advice:

PALS and Complaints Team (Devon)
0300 123 1672
Text for a callback: 07789 741099
pals.devon@nhs.net

​If you’re not satisfied with our response, you have the right to refer your complaint to the Parliamentary and Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
📞 0345 015 4033
🌐 www.ombudsman.org.uk