Complaints Policy
We take all concerns and complaints seriously. If you are unhappy with any aspect of the care or service you have received at Tynewydd Dental Care, please let us know as soon as possible. We aim to resolve concerns quickly and fairly.
What is a concern?
A concern is any expression of dissatisfaction about the care or service we provide. Concerns may be raised verbally or in writing. We treat all concerns with the same care and confidentiality regardless of how they are raised.
Who to contact
Our complaints lead is Paula Brown. You can contact her in the following ways:
- Telephone: 01446 738602
- Email: reception@tynewydd-dental.co.uk
- Post: Paula Brown, Tynewydd Dental Care, 75 Tynewydd Road, Barry, CF62 8BA
If you prefer to raise your concern in person, please ask to speak with Paula Brown at reception.
What happens next
Acknowledgement
We will acknowledge your complaint within two working days of receiving it.
Investigation
We will investigate your complaint thoroughly and impartially. We may ask you for further information or invite you to meet with us to discuss your concerns in more detail. We aim to complete our investigation and respond to you within ten working days. If we need more time, we will contact you to explain why and give you a revised timescale.
Written response
Once our investigation is complete, we will send you a written report that sets out our findings, any actions we have taken or plan to take, and any apology where appropriate.
If you are still unhappy
If you are not satisfied with our response, or if you would prefer not to raise your concern directly with us, you have the right to contact an independent body.
NHS patients
Please note that Tynewydd Dental Care is a private dental practice. If you received NHS treatment here, you may contact:
- Cardiff and Vale University Health Board — the body responsible for NHS dental complaints in our area:
cardiffandvale.wales.nhs.uk - Public Services Ombudsman for Wales (PSOW) — for unresolved NHS complaints:
ombudsman.wales · 0800 788 7926 - Citizens Advice Bureau — for free, independent advice on your options:
citizensadvice.org.uk
Private patients
- Dental Complaints Service — a free service for private dental complaints, run by the General Dental Council:
dentalcomplaints.org.uk · 0845 612 0540 - General Dental Council (GDC) — if you have concerns about the professional conduct or fitness to practise of a dental professional:
gdc-uk.org · 020 7383 0655 - Healthcare Inspectorate Wales (HIW) — the independent regulator of healthcare in Wales:
hiw.org.uk · 029 2092 8850
Last updated: 23 June 2026