Complaint Procedure

Complaints Procedure 

We offer a practice-based complaints procedure to deal with comments, suggestions or complaints about the services we offer.

Our aim is to give you the highest possible standard of service and we try to deal swiftly and properly with problems that may occur.  We always try to provide the best possible service, but there may be times when you feel that this has not happened. 

This procedure is not able to deal with questions of legal liability or financial compensation.  Neither will it affect your right to take your complaint to Aneurin Bevan Local Health Board if we cannot resolve matters to your satisfaction.  We hope that you will use it to allow us to investigate any problems you have identified and allow us to put right any mistakes that have been made.

Please understand that we have to ensure patient confidentiality. An individual patient’s consent will be necessary if a complaint is made by another person on their behalf and a response will then be made to both parties.

If you wish to make a complaint, please speak to the Practice Manager or deputy.

We think it is important to deal with complaints as quickly as possible.  Complaints will be acknowledged within two working days and a full written response will be made within 30 working days. Where this is not possible, we will inform you of the reason for the delay and when you can expect a full response. We will try to address your concerns fully, by providing you with an explanation and detailing any action that may be needed on our part to improve our service to you.

We hope that you will feel that your complaint has been properly handled, fully investigated and the matter resolved.  If this is not the case, you will be invited to discuss the matter further with our Practice Manager and one of our GPs when you will be welcome to bring along a friend or relative. If you remain dissatisfied and the complaint is referred to Aneurin Bevan Health Board, we will do our utmost to co-operate with either its informal or statutory complaints procedure.

Alternatively you may wish to contact the Community Health Council’s Advocacy Service by telephone on 01633 838516, Fax 01633 484623 or email on

You still have the option of referring your concerns to the Public Services Ombudsman for Wales, telephone 08456010987.  Email: Website:  Address 1 Fford yr Hen Gae, Pencoed CF35 5LJ.


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