We want to know when something has gone wrong. Telling us is the quickest way to put things right, and it is how we improve.
Last updated: September 2026 · Next review: September 2027
One policy, one contact route and one process cover everything we do. Where you can take a complaint after we have responded depends on which service it concerns, because different services are overseen by different bodies. Those routes are set out at the end of this page.
Dental services are not covered by this policy. Complaints about dental care should be raised with the dental practice directly.
A complaint may be made by the patient or customer, or by someone acting on their behalf. Where someone complains on a patient’s behalf we will normally need the patient’s written consent before we can share clinical information with them.
Please raise your complaint in whichever way suits you.
Many concerns are resolved fastest by speaking to the person or manager involved at the time, and you are welcome to do that. You do not have to, and nothing is lost by writing to us instead.
Complaints should be raised as soon as possible after the event concerned, and normally within twelve months. We will still consider a complaint made later than this where it remains possible to investigate it properly.
If your complaint is about a clinician, please say so when you write. It will be passed to a director for review rather than to the clinician concerned.
We will acknowledge your complaint within two working days.
Every complaint is logged on receipt and allocated for review. Complaints are reviewed by the responsible person for the service concerned — the Pharmacist Manager or Superintendent Pharmacist for pharmacy services, and the Registered Provider for ReGen and Private GP services. Where a complaint concerns the care or conduct of the person who would normally review it, it is allocated instead to a Medihub director who was not involved in your care, so that the person complained about is not the person investigating.
We will consider the relevant records and information before responding. We may need to speak to the staff involved, and where appropriate we will seek an independent clinical view.
We will provide a written response within twenty working days. Where a complaint concerns an NHS service and needs to be handled with the health board under the NHS Wales Putting Things Right process, a response may take up to thirty working days, as that process allows. If we need more time we will tell you, explain why, and give you a revised date.
Making a complaint will not affect the care, treatment or service you receive from us, now or in the future.
If you are not satisfied with our response, please tell us and say why. We will review the matter again and consider whether anything further can be done.
If you remain dissatisfied after that, where you can take your complaint depends on the service concerned.
The Ombudsman considers complaints about NHS services in Wales.
The Ombudsman cannot normally consider complaints about healthcare you have paid for yourself. There is one exception: the Ombudsman can consider a privately funded element of your care where all three of the following apply — you have received some NHS treatment for the issue complained about, you have also paid privately for treatment for that same issue, and the NHS part of the complaint cannot properly be investigated without also looking at the private part.
Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ. Telephone 0300 790 0203 (10am–4pm, Monday to Friday) · www.ombudsman.wales
HIW regulates independent healthcare in Wales and can be told about your concerns. Please note that HIW does not investigate individual complaints — its role is to check that services meet the regulations and standards required for registration, and it uses the concerns reported to it to inform that work.
Healthcare Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfil CF48 1UZ. Telephone 0300 062 8163 (10am–3pm, Monday to Friday) · hiw@gov.wales · www.hiw.org.uk
Concerns about a healthcare professional’s conduct or fitness to practise may be raised with their regulator. These bodies consider professional conduct; they do not resolve complaints about a service or provide redress.
You are free to take independent legal or consumer advice at any stage, and nothing in this policy affects your legal rights.
Complaints are handled in confidence. Information about your complaint is shared only with those who need it in order to investigate and respond, and is kept separate from your clinical record.
Complaints are reviewed as part of our governance processes and used to support service improvement. Themes, actions taken and any complaint that breached our published timescales are considered at governance review.
We keep a record of all complaints, investigations and outcomes, together with any actions taken as a result.
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We have a consultation room available if you would like to speak to our Pharmacist in private. Please speak to our healthcare team for more information.
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