Complaints Procedure

The NHS Records Management Code of Practice 2021 provides guidance on how to keep records, including how long to keep different types of records. View Records Management Code Of Practice on

This page is for Complaints to Andover Primary Care Network. Please do not send complaints regarding Andover Health Centre. For Andover Health Centre complaints email: [email protected]

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Andover PCN.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to?

Most complaints can be resolved at a local level. If you are unhappy with your care please speak to any member of staff at the time of the incident. All our staff are trained to handle complaints. 

If you feel after an appointment or contact you would like to complain, you can email the PCN Manager at [email protected] or write to the PCN Manager at the address below. A letter to the same address can be handed in at the Health Hub opposite Boswells Cafe.

Andover PCN

Floor 2 Chantry House
Chantry Centre
SP10 1RL

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England
PO BOX 16738
B97 9PT
03003 112233
[email protected]

A complaint can be made verbally or in writing.  A complaints form is available from reception.

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The Andover PCN Manager will respond to all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Andover PCN will investigate all complaints effectively and in conjunction with extant legislation and guidance.  


Andover PCN will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

Andover PCN allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.

Final response

Andover PCN will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

Advocacy support

  • POhWER support centre can be contacted via 0300 456 2370
  • Advocacy People gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112
  • Local Council can give advice on local advocacy services

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation, then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Tel: 0345 015 4033
Ombudsman website