COMPLAINTS PROCEDURE

How to make a complaint:

In person or by phone: Ask to speak to our Complaints Manager, Gemma Rowlands.

 If she is not available, we’ll arrange a suitable time or another staff member will help. We’ll make a written note of your complaint and give you a copy.

In writing or by email: Your complaint will be passed straight to the Complaints Manager.

What happens next:

- We will acknowledge your complaint in writing within 2 working days and send you a copy of     this procedure.

- We’ll agree how you’d like us to keep in touch (phone, email, letter, or meeting).

- Complaints are usually investigated and resolved within 30 working days. You will be kept updated.

- At the end, you’ll receive a full written response, explaining: 

how we looked into your complaint

what we found and what action we are taking

any changes made to improve our service

Records & Learning:
We keep a record of all complaints and use them to improve our care and service.

You can also contact NHS Wales using the information provided via the link below.

How to make a complaint:  

Step 1: Raise it with the dental practice

ask to speak to our Complaints Manager, Gemma Rowlands. 

If she is not available we will arrange a suitable time or another member of staff will help.

In writing or by email: Your complaint will be passed straight to the Complaints Manager.

 The dental practice or surgery can offer an apology and may offer a refund, or can agree to put things right. 

 The dental practice or surgery can offer an apology, may offer a refund, or can agree to put things right. You should go to the next step if you would rather not raise your complaint with the practice, dental professional or other dental service provider. Complaints are usually investigated and resolved within 30 working days. You will be kept updated. At the end, you’ll receive a full written response, explaining: how we looked into your complaint what we found and what action we are taking any changes made to improve our service

Records & Learning:
We keep a record of all complaints and use them to improve our care and service.

 If you were not able to resolve the problem with your dental practice -

Step 2: Go to the Dental Complaints Service (DCS)

 The DCS can help you resolve the issue and support discussions which may lead to an offer to refund or provide remedial treatment. The DCS can help with complaints about private dental services only.

If you had private treatment through a dental plan, you should contact your plan provider, as they will have their own complaints process.