Making a complaint

Isle of Wight Clinical Commissioning Group aims to commission high quality services. 

Sometimes things go wrong and when they do we want you to tell us about it. We recognise the value that complaints can provide in planning for the future and in improving services for the benefit of the local community.

We are also very pleased to receive feedback and compliments about our work or the quality of health services you have received as a local resident.

Please note, NHS staff have the right to be treated with respect at all times, and will not tolerate rudeness of any kind. This includes aggressive behaviour or comments and swearing. If this is carried out over the phone we support any member of staff’s decision to terminate the call. All instances of physical abuse to any member of staff will be reported to the police as an assault.

Due to the coronavirus (COVID-19) outbreak, Isle of Wight Clinical Commissioning Group (CCG) has paused the investigation of new and existing complaints. This enables clinical staff, (including GPs, consultants and nurses), to focus on front line patient care.

It also enables our complaints teams to provide vital support to the NHS.

We will continue to review and acknowledge all new complaints and will act upon any concerns about patient safety or safeguarding. However, we will not investigate the complaint or respond until further notice.

All customers awaiting a response to a complaint will be notified that the investigation is on hold.

Some of our offices are not accessible to staff and they are working remotely. If you need to contact the CCG about an existing complaint, please email where possible:

If you still need to write to us, please use the address on your acknowledgment letter or alternatively call us on 01983 822099 x4412 as our telephone call has been divert to the complaints team.

We will resume our complaints service as soon as possible. In the meantime, thank you for your patience and understanding.

What we can do...

  • Investigate complaints about the actions and services of the CCG itself
  • Investigate complaints about the CCGs staff
  • Investigate complaints about a CCG purchasing decision when this has personally affected an individual
  • Investigate complaints about any health services commissioned by the CCG, if the complaint is received directly by the CCG as the commissioned body.

What we cannot do...

  • Resolve complaints which have been investigated by another responsible NHS body
  • Resolve complaints which are being or have been investigated by the Parliamentary and Health Service Ombudsman (PHSO). 

To tell us about your experience please contact us in one of the following ways:  

Watch this video (produced by the Parliamentary and Health Service Ombudsman) which uses British Sign Language to give you tips on making a complaint to the NHS in England, including where to get advice and support.

How to make a complaint or raise a concern, comment or compliment

If you have an issue about health services in your local area please contact the Complaints and Concerns Team:

The Complaints Team can be contacted by:

Telephone on (01983) 822099 x4412

Email via

You can write to the team at:    Complaints Team                                                    
                                                  Isle of Wight Clinical Commissioning Group
                                                  Building A
                                                  The APEX
                                                  St. Cross Business Park
                                                  Monks Brook
                                                  Isle of Wight
                                                  PO30 5XW

Please be assured that your complaint will be treated in confidence, your complaint will not affect your treatment and you or your relative will not be discriminated against in any way.

For more information see our Information Leaflet

To access the Isle of Wight CCG Complaints Policy including the Protocol for Handling Persistent, Habitual or Vexatious Complaints/Requests for information please see below links:

Isle of Wight CCG Complaints Policy September 2019 

Protocol for Handling Persistent, Habitual or Vexatious Complaints/Requests for Information

Complaints and concerns the CCG does not handle

If you have a complaint about your GP practice, please contact your practice manager in the first instance by visiting your GP Practices Website

Or, alternatively, you can raise complaints about a GP, dentist, pharmacy, optician, or GP services (but not Out of Hours) with the NHS England:


Phone: 0300 311 2233

NHS England
PO Box 16738
B97 9PT

Where can I get support? 

If you would like independent advice or support through the complaints process, Hampshire Advocacy offer an Independent Complaints Advocacy Service (ICAS) which may be able to help you. This is a free, independent and confidential service that offers help and information in making a complaint about the NHS.

To contact the Advocacy Team

seAp Hastings
PO Box 375
East Sussex
TN34 9HU

Call the helpline: 0330 440 9000

Email: via

Text: send the keyword SEAP to 80800, followed by your message 

You can visit the seAp website via for more information as well as the Carers Federation at  and POhWER websites for other details.                                                                                                                     

What if I am not satisfied with the response?

If you are not satisfied with our response you should write to us stating the reasons why you are dissatisfied. We will arrange to review and provide a further response to your complaint, unless agreed otherwise.

You have the right to ask the PHSO to review your complaint, at the end of the local resolution stage of the NHS complaints process, if you are not satisfied with the way your complaint has been dealt with by the NHS.  

You can contact the Parliamentary and Health Service Ombudsman at: 

Phone: 0345 015 4033

Text Phone (mini com): 0300 061 4298

The Parliamentary and Health Service Ombudsman
Millbank Tower