Call us 02920 567000
26a Cowbridge Road West, Ely
Cardiff, South Glamorgan  CF5 5BS
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Complaints procedure 


 In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain they are dealt with as courteously and promptly so that the matter is resolved as quickly as possible.

The procedure is based on these objectives. Our aim is to react to complaints in the way which we would want our complaint about a service to be handled. We learn from every mistake that we make and respond to patients concerns in a caring and sensitive way.


1. The person responsible for dealing with any complaint about the service

we provide is Anoushka Wickramasinghe.


2. If a patient complains on the telephone or at reception desk, we will listen

to the complaint and inform you when it will be possible for you to discuss

the matter with Anoushka Wickramasinghe. The member of staff will take

brief notes of the complaint and pass them on. If we cannot arrange this

within a reasonable period of time, or if the patient does not wish to wait

to discuss the matter, arrangements will be made for someone else to deal

with it.


3. If the patient complains in writing the letter will be passed on

immediately to Anoushka Wickramasinghe.


4. If a complaint is about any aspect of clinical care or associated charges,

the dentist concerned will be informed.


5. We will acknowledge the patient’s complaint in writing and enclose a copy

of this code of practice as soon as possible, normally within two working

days. We will seek to investigate the complaint with ten working days of

the complaint being received, to give an explanation of the circumstances

which led to the complaint. If the patient does not wish to meet us, then

we will attempt to talk to him or her on the telephone. If we are unable to

investigate the complaint within ten working days we will notify the

patient, giving reasons for the delay and a likely period within which the

investigation will be completed.


6. We will confirm the decision about the complaint in writing to the patient

immediately after completing our investigation.


7. Proper and comprehensive reports are kept of any complaint received.


If you have a concern about services you have received from Family

Dental Care you should normally ask Family Dental Care to look into it

for you, but if you prefer, you can ask the Local Health Board to do so.


You can contact the Local Health Board Team at:


For NHS treatment


Concerns Team

Cardiff & Vale University Health Board Headquarters

University Hospital Wales

Heath Park

Cardiff CF14 4XW

Tel: 029 20 743301 0r 029 20 744095



Public Services Ombudsman For Wales

1 Ffordd Yr Hen Gae


CF35 5LT

0300 7900203





South Glamorgan Community Health Council
Pro-Copy Business Centre (Rear)
Parc TÅ· Glas
CF14 5DU

Telephone:    02920 750112





The General dental Council

37 Wimpole street



Telephone: 020 7167 6000


Online complaints form at



A leaflet “Putting things right raising a concern about NHS from 1st April 2011”

is also available from the Concerns Team or it can be downloaded from:



For private treatment

Healthcare Inspectorate Wales

Welsh Government

Rhydycar Business Park

Merthyr Tydfil

CF48 1UZ

Telephone: 0300 062 8163

Fax: 0300 062 8387



 The General dental Council

37 Wimpole street



Telephone: 020 7167 6000


Online complaints form at



Date: 18/01/23

Review Date: 18/01/24