Complaints Procedure

In all of our practices, complaints are taken very seriously as we strive to deliver a consistently high standard of service. Patient complaints are dealt with courteously and promptly to ensure that any problematic matters are resolved as quickly as possible.

This policy is based on those objectives:

1. The person responsible for dealing with any complaint about the service we provide is the Practice Manager.

2. If a patient complains on the telephone or at the Reception desk, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be told when he or she will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to the Practice Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the orthodontist, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaints in writing and enclose a copy of our Code of Practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of the complaint being received to undertake an assessment of the circumstances which led to the complaint. If the patient does not wish to meet us then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive reports are kept of any complaint received.

8. If the patient is still not satisfied with the results or our procedure then a complaint may be made to:

Cardiff & Vale University Health Board -

Whitchurch Hospital
Park Road
CF14 7XB

Hywel Dda Health Board -

Merlin's Court
Winch Lane
SA61 1SB

ABMU Health Board -

The Oldway Centre
36 Orchard Street
SA15 5AQ

01792 607 444

ABMU Health Board -

Bridgend Locality Office
The Innovation Centre, Bridgend Science Park
Technology Drive, Ewenny Road
CF31 3NA

01656 642 771

For Private Patient Complaints

Dental Complaints Service -

Stephenson House

2 Cherry Orchard Road



08456 120 540