Complaints Policy


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Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Pencoed Medical Centre. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.


Who to talk to

Most complaints can be resolved at a local level.

Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to a member of the management team.

If, for any reason, you do not want to speak to a member of our staff, then you can request that the Local Health Board investigate your complaint. They will contact us on your behalf: Cwm Taf Morgannwg University Health Board - Telephone: 01443 744915

  1. Make a complaint via our secure online form
  2. A paper copy version of our complaints form is available from reception.
  3. Complaints can be made verbally or in writing.

Time frames for making a complaint

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to all complaints within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.


Investigating complaints

Pencoed Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.



Pencoed Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.


Third-party complaints

Pencoed Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.


Final response

Pencoed Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.


Advocacy support

Llais Wales

Llais Wales provide advocacy support, visit their website for local details


Meic is the helpline service for children and young people up to the age of 25 in Wales.

Telephone: 0808 80 23456

Age UK

Age UK may have advocates in the area.


Further action

If you are dissatisfied with the outcome of your complaint from either NHS Wales or this practice, then you can escalate your complaint to:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
CF35 5LJ

Complain to Public Services Ombudsman for Wales