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We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you are unhappy with the service you have received, please inform the member of staff you have been dealing with. Alternatively, you may wish to forward written details of your complaint to the Practice Manager. For further details please see the complaints leaflet available in the reception of the surgery for further advice. Alternatively, please use the following link which explains our complaints procedure in detail:

 Riverside and Broughton Surgery Complaints Proceedure

NHS England, NHS Commissioning Board contact details are:



NHS Commissioning Board

PO Box 16738


B97 9PT



*Please ensure this is marked for the attention of the complaints manager

Telephone: 0300 311 22 33

*Opening hours are Monday – Friday 8am – 6pm, except Wednesday when they open at a later time of 9.30am, excluding Bank Holidays


PALS Service:


For queries that require intervention but are not complaints patients are able to contact the PALS Service:                                                                      

Patient Relations

Health House

Grange Park Lane


East Yorkshire

HU10 6DT

Telephone : 01652 251125



Parlimentary & Health Service Ombudsman:


If you are unhappy with the response to your complaint from the primary care practitioner you can ask The Parliamentary and Health Service Ombudsman for an ‘Independent Review’ of your case. 


You can contact the Ombudsman as follows:

The Parliamentary and Health Service Ombudsman
Millbank Tower

Complaints Helpline: 0345 015 4033 (the helpline is open 8.30am – 5.30pm Monday – Friday)

Or email:     



Healthwatch North Lincolnshire

Healthwatch Advocacy is a free and independent service for patients who want to make a complaint about any part of their NHS treatement or care.

What can Healthwatch Advocacy do for you:

  • Give you information about who to complain to
  • Explain the NHS complaints procedure
  • Help you write letters to the right people
  • Come to meetings with you
  • Put you in touch with other people who can help you
  • Provide an interpreter if you need one

Further information regarding this service and contact details are enclosed through the following links:

Healthwatch Poster North Lincolnshire.pdf

North Lincolnshire Leaflet.pdf

Healthwatch North Lincolnshire Independent Complaints Advocacy Service

Queensway Business centre

Dunlop Way


DN16 3RN


Tel: 0808 802 3000




This service is free and is available to support people who want to make complaint about their NHS Funded treatment of care.




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