Complaints, Compliments and Suggestions
We make every effort to provide the best possible service to everyone who attends our practice.
However, we understand that things can sometimes go wrong, and you may feel you have a genuine cause for complaint. If so, we want to resolve the matter as quickly and helpfully as possible.
We also welcome positive feedback and constructive suggestions about our services.
- If you'd like to share a compliment or suggestion, please use our dedicated form: Submit a Compliment or Suggestion
- Alternatively, you can provide feedback anonymously using our short Online Feedback Survey (opens in a new tab).
- To pursue a complaint, please contact the Concerns Team or complete the form below. Submit a Complaint
What happens next
Once a complaint is received, we will manage your concerns in accordance with the Welsh Government's 'Putting Things Right' complaints protocol.
What to Expect When You Make a Complaint
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You will receive an acknowledgement within 7 working days
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We aim to provide a full response within 30 working days
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If it takes longer, we will keep you updated and explain why
NHS Duty of Candour
From April 2023, NHS organisations in Wales must be legally open and transparent if a patient experiences harm during care.
They are required to:
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Explain the incident honestly
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Offer an apology and support
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Investigate what happened
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Learn from the event to prevent future harm
You can read the full Duty of Candour Regulations on Legislation.gov.uk
Or watch a video about the Duty of Candour (link to video, if available)
Getting Help to Raise a Concern
If you need support to raise a concern, Llais – Your voice in health and social care offers free advocacy services.
Public Services Ombudsman for Wales
If you're not satisfied with how your complaint has been handled, you can contact the Public Services Ombudsman for Wales:
Address: 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Telephone: 0300 790 0203
Email: [email protected]
Visit the Ombudsman Website (opens in new tab)