Making a Complaint 

We understand that there are times when you may not feel satisfied with the response you receive from the member of hospital staff you have spoken to about your concern

If you wish to take further a concern about our service, please choose one of the following options:

  • Write to the Senior Management Team at the address below

  • Email  

  • Complete a complaints form 

  • Complete and mail a complaints form to:


Senior Management Team

Regis Healthcare Limited

Hillview Hospital


Ebbw Vale

Blaenau Gwent

NP23 5YA

Further advice on making complaints about Regis Healthcare Limited

  • Complaints should be made as soon as possible after the event, as it is easier for everyone involved to remember what happened

  • Complaints must be made within 12 months of the incident or within 12 months of discovering that you have cause to complain

  • Please provide as much relevant information as you can: name, address, date of birth, the name and address of the patient (if different), a full description of all the issues about which you wish to complain, relevant dates and times, the name of the doctor caring for you and the ward name/department

  • If you have more than one concern, it helps to number the points you are making, so we can make sure we answer all your concerns

  • If you make a complaint on behalf of someone else, complete the relevant consent form so that we can respond to you and disclose confidential details of the patient’s care. The investigation will not commence until consent is received

  • For queries or difficulties please contact the hospital on 01495 350349

Complaints Procedure: how we respond to your complaint

A letter of acknowledgement will be sent to you within two working days. Providing we have all relevant information; the investigation will commence

Your complaint will then be investigated by the relevant department, who will speak to the staff involved and contact you to discuss the issues raised and agree how to take matters forward

We aim to provide a response within 20 working days or within an alternative negotiated timescale. Sometimes it may take longer if, for example, a member of staff is on holiday and we need his/her statement. Please note that the 20 working days will commence as of the date that we receive appropriate consent from the patient / a signed copy of the complaint e-mail is received

Our response will offer a full explanation of the circumstances which led to your complaint and, where appropriate, advise what action we will take to make improvements. We regularly review complaints and are committed to improving our healthcare services for patients based on our patients' experiences

If you are not happy with our response, you can let us know and we will endeavour to reinvestigate any outstanding points or concerns

What to do if the complaints procedure does not resolve your complaint?

The complaints procedure aims to resolve all complaints at a local level. If you remain dissatisfied with our efforts to resolve your concerns, you can ask the Parliamentary and Health Service Ombudsman to review your case. You can contact the ombudsman as follows:

Telephone: 0345 015 4033

In writing:

Parliamentary and Health Service Ombudsman (PHSO)
Millbank Tower

Please See Attached Regis Healthcare Complaints Policy