💬 We aim to provide the best possible service to everyone who attends our practice.

However, we understand that things can sometimes go wrong. If this happens, we want to resolve your concerns as quickly and helpfully as possible.

To pursue a complaint, please contact the management team by emailing [email protected].

Within your email, please provide as much detail as possible about the issues you would like to raise. The management team will deal with your concerns as set out in the Welsh Government’s ‘Putting Things Right’ Complaints Protocol.

Putting Things Right - complaints process
About ‘Putting Things Right’ 📘

You can find more information and guidance in different formats and languages below.

Welsh Government guidance Alternative formats Other languages
What to expect when you make a complaint ⏱️
  • You will be contacted within 2 working days.
  • We aim to respond within 30 working days.
  • If it takes longer, we will keep you informed with regular updates.
NHS Duty of Candour 🧾

From April 2023, all NHS organisations in Wales must be open and transparent when harm occurs during care.

This means we will:

  • explain what happened clearly
  • apologise and support you
  • investigate and learn from incidents
  • take steps to prevent it happening again

You do not need to take any action for this process to happen.

Learn more about Putting Things Right Duty of Candour legislation Watch explanation video
Getting help with your concern 🤝

If you need support raising a concern, Llais can help.

Llais is an independent organisation offering free advice, information and advocacy support.

Visit Llais website
Zero Tolerance Policy 🚫

The NHS operates a zero-tolerance policy towards violence and abuse.

This includes physical violence or verbal abuse that causes fear for safety.

Patients displaying such behaviour may be removed from the practice list immediately to protect staff and other patients.

Public Services Ombudsman for Wales ⚖️

If you are not satisfied after your complaint has been investigated, you can contact the Ombudsman.

Public Services Ombudsman for Wales
1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
📞 0300 790 0203
✉️ [email protected]

Visit Ombudsman website