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Making a complaint – NHS WALES

Since April 2011 the NHS Complaints Procedure in Wales has been replaced by a new system called Putting Things Right. A complaint under this new system is defined as a ‘concern’.

Time limits

Your concern should be raised within 12 months of the event(s).

If more than 12 months have elapsed, if there are valid reasons for the delay, such as coping with a bereavement or illness, they may still agree to investigate your concerns.

Acknowledgement and response to your concern

You should receive an acknowledgement that your concern has been received within 2 working days.

Unhappy with the response to your concern

If you are not satisfied with the response to your concern, you have the right to request an independent review of your complaint by the Public Service Ombudsman Wales.

In order to assist you in writing your complaint we provide a sample letter of complaint.

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