Suggestions, Comments and Complaints

Here at the University Medical Centre we aim to provide a happy, friendly medical practice. We know that life is not perfect and we know sometimes we fail in our hopes. If you are not happy with any aspect of our service we want to know.

We have an in-house complaints procedure. If you have any complaints about the services we offer then please contact Lizzie Doman, the practice manager.

There is also a suggestion box in the main waiting area for you to use if you wish to submit any comments, feedback etc.

Please note that we have to respect patient confidentiality, therefore if you are complaining on behalf of another person, their written consent is required.

We will try to deal with your concerns, give you an explanation and discuss any action that may be needed. We hope that you will feel we have dealt with the matter satisfactorily.

NHS Bath and North East Somerset Clinical Commissioning Group Patient Advice and
Liaison Service (PALS)

PALS is impartial and will work with you to try to resolve a difficulty or problem and can act on your behalf if you wish.  We will discuss with you the best ways to resolve your concerns or problems and will agree with you what action to take for your individual circumstances, contact us on:

Freephone: 0300 013 4762
Address: PALS and Complaints Manager, NHS Bath and North East Somerset Clinical
Commissioning Group, 1 st Floor, Kempthorne House, St Martin’s Hospital, Clara Cross Lane, Bath BA2 5RP.

NHS England

By post to: NHS England
PO Box 16738
B97 9PT
By email to:

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am.

Health Services Ombudsmen

Telephone: 0345 015 4033
Textphone: 0300 061 4298
(open 8.30am – 5.30pm, Monday to Friday)