FOI 2026/1581

1. The total number of complaints received by the ICB from patients about primary care service providers in the years 2023, 2024 and 2025.
2. The total number of complaints about primary care service providers investigated by the ICB under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 in the years 2023, 2024 and 2025
3. The total number of complaints to the ICB about primary care service providers in the years 2023, 2024 and 2025 when the ICB rejected the complaint on the grounds that the service provider had already carried out a investigation under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. Please make clear whether the numbers provided in response to this request are included or not in the answers to request 2.
4. The number of the complaints identified in request 3 above in which the complainant reported that they had not been informed by the primary care service provider that they could make their complaint to either the primary care service provider or the ICB, but not both and/or had no right of appeal to the ICB.
5. When the ICB rejects complaints on the grounds that the complaints have already been investigate by the primary care service provider, is it the ICB’s practice to ask patients whether the primary care service provider informed patients of their right to make their complaint to the ICB?
6. In overseeing that primary care service providers have robust processes in place to manage complaints and concerns does the ICB

1. check the websites of primary care service providers for information about the complaint’s procedures
2. examine the complaints procedure documents of primary care service providers
3. ensure that there are complaints leaflets in the waiting rooms of primary care service providers
4. iv)  ensure that there are posters on the walls of waiting rooms of primary care service providers informing them of their right to complaint and
   how to do this.
5. take any other steps to oversee service providers management of complaints. If so please state what they are.
6. give any advice to primary care service providers as to what they have to do to ensure that their management of complaints is robust. Please provide a copy of one such document or communication.

NHS Greater Manchester (NHS GM) only holds data on primary care complaints from 1 July 2023. Information prior to this date would need to be requested from NHS England. In line with section 16, please find below a link to their website and information about how to make a Freedom of Information request.

NHS England » Freedom of Information Act and Environmental Information Regulations

1. 2023 – 373

2024 – 512

2025 – 740

2. 2023 – 126

2024 – 228

2025 – 292

3. This data is not held by NHS GM.
4. This data is not held by NHS GM
5. No.

6a. GP practice websites are checked to ensure compliance with contract changes since October 2025 to include details of “You and Your GP”.

6b. No (this is not currently an explicit requirement within the GP contract). However, where a CQC inspection has raised complaints handling as an issue, or we have identified this in our dealings with the practice for a complaint, NHS GM will ask for a copy of their complaints policy for review to ensure compliance with the Complaints Regulations

6c. No (this is not currently an explicit requirement within the GP contract).

6d. No (this is not currently an explicit requirement within the GP contract).

6e. NHS GM considers inspections and assurances undertaken by the Care Quality Commission in assessing compliance with Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16 – Receiving and acting on complaints

6f. NHS GM Patient Services Team offer all providers complaints training and when working with providers around complaints matters will review primary care provider policies to ensure they are in accordance with the national regulations.

Training has been made available, working with the GM Primary Care Provider Board, for example:

New complaints handling webinar for dental practices