Complaints Policy

Suggestions and Complaints

If you have any complaint or concern about the service that you have received from the doctors or staff working for this practice you are entitled to ask for an explanation.

We operate an informal, in-house procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

The procedure does not affect your right to make a formal complaint to the NHS Business Service Centre, Local Health Board or Community Health Council if you so wish. Nor does it affect your right to seek compensation in law.

If you wish to make a complaint, please telephone or write to Ann Brown (Practice Manager). Full details will be taken and a decision made on how best to undertake the investigation.

Mrs Brown will ensure that it is investigated as thoroughly and speedily as possible.

We aim to report back to you within two weeks, although in some cases more time may be required.

You may be offered an appointment for a meeting with the doctors to discuss your complaint in more in depth and you can bring a relative or friend for company. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

We hope you will give us the opportunity of addressing any concerns you may have, but you may alternatively contact Cwm Taf Morganwg University Health Board to raise a concern, they can be contacted at: