Making a Complaint

We strive to provide the best possible service to everyone who uses our practice.

However, we understand that things can occasionally go wrong, and a patient may feel they have a genuine reason to complain. If this happens, we want to resolve the matter as quickly and helpfully as possible.

How to Make a Complaint

To make a complaint, please contact the Practice Manager, who will handle your concerns in line with the Welsh Governments complaints protocol.

Please follow the links to find more information on NHS Listening to People  Listening to People: NHS Wales complaints, incidents and redress process | GOV.WALES 'Listening to People is the new, major reform for handling NHS Wales complaints and incidents launched on 1st April 2026 replacing 'Putting Things Right'. It emphasises a compassionate, two stage approach - early resolution and formal investigation, aiming to make it easier for patients to raise concerns about care.

If you have concerns about your GP surgery, such as treatment quality, access issues, or administration, you can resolve them by following a structured, step-by-step process. 

1. Speak with the Practice

The quickest way to resolve an issue is to raise it directly with the source: 

• Practice Manager: Ask to speak with the practice manager, as they handle day-to-day operations and patient feedback.
• The GP: If the issue is about a specific consultation, you can also discuss it with the GP directly. 

2. Escalate to the NHS

If speaking with the surgery doesn't resolve the issue, you can make a formal complaint to the relevant health body depending on your location. 

• In Wales: Contact your local NHS health board. 

You may also wish to contact an independent organisation providing free and confidential complaints advocacy and support:

HDUHB PAL

Telephone: 0300 0200 159

Email: hdhb.patientsupportservices@wales.nhs.uk

Llais – West Wales
Government Building
Picton Terrace
Carmarthen
SA31 1BT
Tel: 01646 697610
Email: westwalesadvocacy@llaiscymru.org
Website: Raising a concern about health and social care services | Llais

If you need help to raise a concern, Llais – your voice in health and social care can help you do this.

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
Tel: 0300 790 0203
Email: ask@ombudsman-wales.org.uk
Website: www.ombudsman-wales.org.uk

If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you. Additional steps can be taken to try and answer all of your questions.​  ​However, if you are still not happy, you can report it to the Public Services Ombudsman For Wales but only if your complaint has already been investigated by the surgery. 

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

Email: hiw@gov.wales

Telephone: 0300 062 8163

You can also email your complaint directly to:
Enquiries.W92038@wales.nhs.uk

​What to expect when you make a complaint

When you make a complaint, you will be contacted within two working days​, we will investigate your complaint openly and honestly and will respond to you within 30 working days wherever possible.  If the investigation is expected to take longer, we will contact you to explain why, and you will receive a regular update.

The NHS Duty of Candour

From April 2023 the duty of candour is a legal requirement for all NHS organisations in Wales. It requires them to be open and transparent with service users when they experience harm while receiving health care. They will be required to:

• talk to service users about incidents that have caused harm
• apologise and support them through the process of investigating the incident
• learn and improve from these incidents
• find ways to stop similar incidents from happening again

As a service user you do not need to do anything for the duty of candour.  

Go to the Legislation.gov.uk website to read the Duty of Candour Regulations

Watch the. Video to learn more about the Duty of Candour.

Violence Policy

The NHS operate a zero-tolerance with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect to practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.