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Complaints Procedure

The Practice In-house Complaints procedure which we operate is in line with “The NHS (Concerns, Complaints and Redress Arrangements [Wales]) Regulations 2011.

The Doctors and staff of this surgery want to provide you with the highest possible standard of service but occasionally, there may be aspects of our service which you wish to complain or raise a concern about.  Similarly, when staff provide good service, it is extremely rewarding if their efforts are recognised - compliments are always welcome. 

Your suggestions, compliments, concerns and complaints will help us to provide you with a better service.

Please be assured that your comments will be handled with complete discretion and that confidentiality will be maintained at all times.  All information regarding your complaint will be handled in compliance with the Data Protection Act.

If you are unable to make a complaint yourself, anyone acting on your behalf will need your written authority to do so.  Where a patient is unable to give written consent, we will need evidence that you are their next of kin, or have their agreement before we can proceed.

You and your family will not be penalised, nor will your healthcare be adversely affected by making a complaint.

How to make a Complaint 

If you do decide to make a formal complaint, letters should be addressed to the Practice Manager, or the Senior Partner.  

We will then:

  • Acknowledge receipt of your complaint within 2 working days.
  • Investigate your complaint.
  • If appropriate, offer to meet you (with a friend or relative if you wish) to address your concerns.
  • Offer a full, written explanation within 30 working days.  If for any reason we are unable to obtain all the necessary information within that timescale we will keep you informed of the reasons for delay.

The aim of the Complaints Procedure is, wherever possible, to resolve problems locally.  If you remain dissatisfied with the outcome, you should contact:

The Public Services Ombudsman for Wales

1 Ffordd Yr Hen Gae


CF35 5LJ

Tel: 0845 601 0987




You should contact the Ombudsman within 1 year of when you first noticed the matters alleged in the complaint.

Time Limits:

It is important that you make your complaint as soon as possible after the problem arises.  Usually the NHS will only investigate complaints that are either:

  • Made within 12 months of the event; or
  • Made within 12 months of you realising that you have something to complain about, as long as that is not more than 12 months after the event itself.

Help in making your complaint:

The Community Health Council (CHC) is independent of the NHS and can offer help, advice and advocacy. 

You can contact the CHC at:

Swansea Bay Community Health Council

First Floor

Cimla Hospital


SA11 3SU

Tel. 01639 683490