North Cardiff Orthodontic Centre
Incorporating Crocodile and Embrace Orthodontics
6 Cwrt Y Parc, Earlswood Road, Llanishen, Cardiff CF14 5GH
We take all feedback seriously and aim to ensure every patient has a positive experience with our practice. If something has not met your expectations, we want to know so we can put things right quickly and fairly.
All concerns are handled courteously, sensitively, and without delay. We treat your complaint in the same way we would wish our own concerns about a service to be handled — with care, respect, and transparency. We also use feedback to learn and improve our services.
Complaints Manager: Jaime Page
The Complaints Manager is responsible for investigating and resolving any complaint regarding the services we provide.
You can raise a concern in person, by telephone, or in writing.
In person or by phone
Our team will listen carefully and, where possible, arrange for you to speak with the Complaints Manager immediately.
If they are unavailable, we will arrange a suitable time for them to contact you. A member of staff will take brief details to ensure your concern is handled appropriately.
In writing
Please email or write to us and your correspondence will be passed directly to the Complaints Manager without delay.
If your complaint relates to clinical care or associated charges, it will normally be referred to the treating dentist (unless you request otherwise).
Acknowledgement
We will acknowledge your complaint in writing, usually within 3 working days, and provide a copy of this complaints procedure.
Investigation
We aim to investigate and provide an explanation within 10 working days.
Where appropriate, we may invite you to discuss the matter in person or by telephone.
If additional time is required, we will inform you and provide a revised timeframe.
Outcome
Once the investigation is complete, we will write to you confirming our findings and decision.
Records
We keep clear and confidential records of all complaints to help us monitor and improve our service.
If you feel your complaint has not been resolved, you may contact the appropriate organisation below:
Private Treatment Complaints
Dental Complaints Service
Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
Telephone: 08456 120 540
Professional Misconduct Concerns
General Dental Council
37 Wimpole Street, London, W1M 8DQ
Telephone: 0845 222 4141
Healthcare Inspectorate Wales
Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
Telephone: 0300 062 8163
Policy Date: 02 December 2024