Concerns and Complaints

EBPCOOH always aims to provide the highest quality service, however we realise that things may not always go as well as they should. We value your views on the services we provide and encourage your comments and suggestions in order to help us improve our standards.

If you wish to make a complaint or would like to raise a concern please write to:

Patient Care Manager
East Berkshire Primary Care Out of Hours Services
Easthampstead Road,
RG12 1YQ

Or e-mail your concerns direct to our Patient Care Team at [email protected]

You will be notified as soon as we receive your complaint or concern, we will then be in touch further as we deal with your complaint according to our complaints procedure.

Comments and Compliments

If you want to tell us something about the service you’ve received but it’s not a complaint or a concern, you can still write to us at the address above or send us an e-mail. We’re always happy to hear your views and will pass any compliments on to our staff.

Advice on Making a Complaint

You can raise an informal concern or complaint or get advice on making a complaint from the Patient Advice and Liaison Service (PALS) on 01753 636 808


If you think you need some impartial advice on making a complaint to us or any other Healthcare organisation you can contact SEAP. SEAP provide independent advocacy services to help resolve issues or concerns you may have about your health and well-being or your health and social care services.

You can contact SEAP at:

SEAP Hastings
Upper Ground Floor
Aquila House
Breeds Place
East Sussex
TN34 3UY

Tel: 0330 440 9000
Email: [email protected]

If Your Complaint is Not Resolved to Your Satisfaction

If you are not satisfied with the way your complaint has been dealt with by EBPCOOH, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman. The Ombudsman is independent of the NHS and of government and their services are free and confidential.

The Parliamentary & Health Service Ombudsman
Millbank Tower

Tel: 0345 015 4033