Complaints Procedure

Code of Practice for Patient Complaints

We are committed to providing high quality care for all our patients, and strive to minimise any complaints being made in the first instance. However, we understand that despite our best efforts there may be occasions where you may feel a little let down with the care you have received.

Should this be the case, we feel it is important that you are aware of how you can raise concerns or make a complaint about any aspect of our service. You can do so by asking to speak to our Practice Manager, Sarah John, or to one of our dentists. If you would prefer, you can also put your concern down in writing and address it to our Practice Manager. We will investigate all complaints and keep you informed of the findings of our investigation, and will use lessons learned to improve our service in future. Please be assured that all complaints are taken seriously and are dealt with courteously.

Complaints process

•          We aim to resolve a complaint at the time the issue is raised, where possible. Should you be dissatisfied with our response, you may wish to make a more formal complaint to us in writing, or escalate your complaint further.

•          The Complaints Manager will acknowledge any written complaints in writing within two working days. If a delay in acknowledging the complaint is anticipated, the reason for the delay will be explained to you.

•          We will then investigate the matter and you will receive a report of the findings in 30 working days. If it is likely to be longer, an explanation will be given. Where possible, we may offer for you to come to the practice to discuss your complaint in more detail, should you wish to do so.

•          We will do our very best to put right the issues you have raised. However, should you be dissatisfied with our response and wish to escalate your complaint, you can contact the following organisations:

For NHS patients:

•          Aneurin Bevan LHB

St Cadoc’s Hospital, Lodge Rd, Caerleon NP8 3XQ

Tel: 01495 745656


•          NHS Ombudsman

1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ

Tel: 0845 601 0987


•          Healthcare Inspectorate Wales

Rhydycar Business Park, Merthyr Tydfil CF48 1UZ

Tel: 0300 062 8163

For private patients:

•          Healthcare Inspectorate Wales

Rhydycar Business Park, Merthyr Tydfil CF48 1UZ

Tel: 0300 062 8163

•          Dental Complaints Service

37 Wimpole Street, London W1G 8DQ

Tel: 020 8253 0800

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