Complaints Procedure

If you are happy with our service please tell your friends – if you are not happy please tell us.

We hope that you are entirely satisfied with your dental care and treatment and would be happy to recommend our services to others – it’s really important to us that we meet your needs and exceed your expectations.

So if you have an issue you wish to raise regarding any aspect of your care you are not happy with, please let us know. It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously and will investigate them in a full and fair way while taking great care to protect your confidentiality.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We would like the opportunity to resolve any complaint through our complaints process. We will never discriminate against patients who have made a complaint. Please address all complaints to Mrs Emma Hampshire who is the Practice Manager. If we cannot resolve your complaint immediately it will be acknowledged in writing within 2 days and we aim to provide a full response within 30 working days. If Emma Hampshire is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access it.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to the Local Health Board via the ‘Putting Things Right Scheme’ at:

Concerns Team
Betsi Cadwaladr University Health Board
Ysbyty Gwynedd
Bangor
Gwynedd
LL57 2PW

Tel: 01248 384194
Email: ConcernsTeam.bcu@wales.nhs.uk
Website: www.nhs.uk/ourservices/publicaccountability/puttingthingsright

We regularly analyse our patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

For Complaints about NHS treatment:

Public Services Ombudsman for Wales
1, Ffordd yr Hen Gae
Pencoed
CF35 5LJ

Tel: 0845 601 0987
Email: ask@ombudsman-wales.org.uk
Website: www.ombudsman-wales.org.uk

For Complaints about private treatment:

Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ

Tel: 0300 062 8163
Email: hiw@wales.gsi.gov.uk