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Penn Surgery Providing NHS services
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Home > Complaints, Comments And Suggestions

Complaints, Comments And Suggestions

If you feel the service at Penn Surgery has been inadequate, you have any suggestions for improvement or would like to make a comment we invite you to discuss them with our practice manager Mrs Lisa Hayden (by arrangement at the reception). You can do this by completing the online form below, in person by booking an appointment with the Practice Manager or in writing. Please voice your complaint calmly and if necessary ask for a complaints leaflet which explains the complaints procedure. We will try our best to listen and improve. All complaints are dealt with in an impartial manner.

Complete an online form

Download our complaints leaflet here (PDF, 218KB)

If you are not satisfied with any treatment given in Primary care please read below

How to Make a complaint about Primary Care Services 

From 1 July 2023 the way to make a complaint about primary care services to the commissioner changed. By primary care services we mean GPs, dentists, opticians or pharmacy services.

You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK.

There are two ways you can make a complaint:

  • You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
  • You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

If you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 0300 0120 281

Email: bcicb.time2talk@nhs.net

  • ICB Complaints_Leaflet.pdf

Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH

Last Updated 27 May 2025

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Penn Surgery

2a Coalway Road, Penn, Wolverhampton, WV3 7LR

  • 01902 333408
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