How Do I Make A Complaint?

At Firdale Medical Centre we always strive to provide the best possible service for our patients with resources available to us.

If you wish to raise a concern or a complaint please in the first instance, speak to Adrienne Jones our Lead Receptionist on 01606 544300 or personally. It may be possible to find the solution or if necessary to arrange meeting to discuss your complaint in detail. If you are unhappy with the solution your complaint will need to be made in writing to Marek Matuszczak, Practice Manager, Firdale Medical Centre, Firdale Road, Northwich, Cheshire, CW8 4AZ.

Non-urgent advice:

We will look into your complaint and send you a written acknowledgement within 5 working days. Once the complaint has been fully investigated we will write to you again with an explanation or suggest a meeting with either Practice Manager or Senior Partner. This process should not take longer than 25 working days.

Escalation Steps

If you are sill unhappy with the outcome after 1 July 2023, you may wish to contact our commissioner NHS Cheshire and Merseyside via the contact details below.

Non-urgent advice: Contact Details

Telephone: 0800 132 996  

Email[email protected]

Letter to: Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY. 

Non-urgent advice:

If you need help to make your complaint you can also contact the Independent Advocacy Service  (ICAS) by phone on 08080 8023000 or via their website

Further Escalation Steps

Finally if you are still dissatisfied you may consider taking your complaint to the Ombudsman. You can do this after all attempts for a local resolution have been exhausted.

You should do this within 12 months of the date of the letter telling you about the outcome of your complaint. You have the right to ask the Ombudsman to review your case. The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations.

Non-urgent advice: Contact Details

Telephone: 0345 015 4033

Email:[email protected]

Letter to: the Parliamentary and Health Service Ombudsman Millbank Tower, Millbank, London SW1P4QP

Comments and Suggestions

We welcome constructive comments and suggestions about our services and have a feedback and suggestion box in the waiting room for this purpose.

Non-urgent advice: CQC – Care Quality Commission

The CQC welcome comments about the operation of NHS services and can be contacted on 03000 61 61 61 or by email at [email protected]. There is also online form can be found at