Comments & Complaints




We are always here to listen and learn and that is why we value your opinion.  There are times when we may not have lived up to your expectations, have made a mistake or not provided the best possible service,  and it is important that you share this with us.  

Many issues can be resolved quickly by speaking directly to the staff at the place where you received care or accessed a service.


Complaints Procedure

The Practice offers a complaints procedure as part of the NHS system for dealing with complaints about the service we provide.  We will attempt to resolve problems swiftly and take action appropriately if we do not achieve the high standards for which we aim.

To make a complaint, please contact the Practice Manager in writing to Swanscombe Health Centre, Southfleet Road, Swanscombe, Kent DA10 0BF


Contact us electronically

To speak to us directly, please use our secure online form.



South East Complaints Hub

In 2023 it was agreed that NHS Frimley Integrated Care Board (ICB) would host the South East Complaints Hub to manage complaints about primary care services on behalf of the six ICBs within the Southeast Region. NHS Frimley ICB has recently changed their headquarters and with this change, the postal address of the South East Complaints Hub has also changed.

From Monday, 1 April, the postal address is now:
South East Complaints Hub
NHS Frimley Integrated Care Board
King Edward VII Hospital
St Leonards Road

NHS Kent and Medway has updated information about comments, compliments and complaints on its website including email address and phone number.