Complaints Procedure

Catherine Hayes is the Complaints Manager and will be your personal contact to assist you with any complaints.

If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge your complaint in writing within 2 working days and will aim to provide a full response in writing within 30 working days.

You can send your complaints to 26 Park Street, Bridgend. CF31 4AX, or call us on 01656 652470 or email the Complaints Manager at [email protected]

If the Complaints Manager is unavailable, our reception staff will acknowledge your complaint and inform the practice owner of the complaint details.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the process of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you.

For private dental treatment you can contact the GDC private dental complaints service within 2 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting

If you feel that the practice isn’t meeting its duties regarding the Welsh language you can raise your concerns with the Welsh language commissioner by calling 0845 6033 221 or visiting

If you would like support or advice regarding NHS complaints you can contact the local Health Board by calling 0845 601 0987.

If you are still unhappy about your NHS complaint, you can contact the Ombudsman for Wales by calling 0300 790 0203 or visiting You can also contact Healthcare Inspectorate Wales (HIW) who is the independent inspectorate and regulator of all healthcare in Wales by calling 0300 062 8163.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at– contact them at [email protected] or by calling 020 7167 6000.