Complaints Policy

Our commitment

At Ogmore Valley Family Dental Practice, we aim to provide caring, professional and respectful dental care. If you are unhappy with any aspect of your care or service, please tell us as soon as possible. We will listen, acknowledge your concern and try to resolve matters promptly and fairly.

How to raise a concern

You can raise a concern verbally, in writing or by email. If you need help making a complaint, or if someone is complaining on your behalf, please let us know so we can support the process appropriately.

What to include

To help us investigate, please include:

• your name and contact details;
• the date of the appointment or incident, if relevant;
• a clear description of your concern;
• what outcome or resolution you are hoping for;
• whether you would prefer a response by phone, email or letter.

What happens next

• We will acknowledge your complaint as soon as reasonably possible.
• We will review the information, speak to relevant team members and consider your clinical records where appropriate.
• We may contact you for clarification or to discuss a suitable resolution.
• We will provide a response explaining what we found and any action we propose to take.

Where a matter is complex or needs more time, we will keep you informed.

NHS dental care in Wales

If your concern relates to NHS dental care, we will follow the relevant NHS Wales complaints and concerns process. In Wales, concerns about NHS care are handled under the NHS Wales arrangements known as Putting Things Right, subject to any updated Welsh Government process in force at the time your concern is raised.

You can also contact the relevant Local Health Board for advice if you feel your concern has not been resolved locally.

Private dental care

If your concern relates to private dental treatment and it has not been resolved by the practice, you may be able to contact the Dental Complaints Service for advice.

Dental Complaints Service: dcs.gdc-uk.org

Professional standards and safety concerns

The General Dental Council regulates dental professionals in the UK. The GDC usually expects concerns to be raised with the practice first where appropriate, but serious professional conduct or patient safety matters can be reported to the GDC.

General Dental Council: gdc-uk.org

Learning from complaints

Complaints and feedback are reviewed so that we can learn from them and improve. We treat complaints confidentially and respectfully, and raising a concern will not affect your right to receive appropriate care.