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Make a complaint

We aim to provide the very best care and treatment. The vast majority of people are happy with the health care that they receive from us, but sometimes things might not go as well as expected. When that happens, we need to find out what went wrong to make things better. 

Often, worries and problems can be resolved there and then. If you have concerns about the care or services we provide, please share your feelings and experiences at the time by speaking directly to a staff member on the ward or department such as a Manager or Matron.

If you don’t feel comfortable talking to them directly, or if you feel the matter has not been resolved contact the Patient Advice and Liaison Service (PALS). Our dedicated team will raise concerns on your behalf to resolve things quickly. 

If you are still not happy, you can make a formal complaint by contacting the Complaints Team, who will ask you to put your concerns down in writing. We can apologise, investigate and try to put things right. We will also learn lessons and improve services where they need to be better.

Contact the Complaints Team

Contact information for the Complaints Team

Language Complaints 

Any complaints in relation to compliance with the Welsh Language Standards or a lack of Welsh/bilingual services on behalf of the Health Board will be reported to the Welsh Language Strategic Forum, and will follow the Health Board’s Putting Things Right procedure. 
E-form Submit a complaint 
Telephone 03000 851234
E-mail  BCU.ComplaintsTeam@wales.nhs.uk
Address The Complaints Team, Ysbyty Gwynedd, Bangor, Gwynedd, LL57 2PW
Putting Things Right leaflet, PDF

Putting Things Right report 2019/20, PDF
Information in British Sign Language, video format
Llais North Wales (formerly the North Wales Community Health Council)

Llais North Wales (formerly the North Wales Community Health Council) is an independent statutory body - separate to the Health Board. Llais was set up by the Welsh Government and came into force on the 1st April 2023 to give the people of Wales a say in the planning and delivery of their health and social care services – locally, regionally and nationally.

Llais North Wales has a team who can provide a free independent advocacy and support service to anyone who raises concerns about NHS and social care and treatment.

They can be contacted via their website: https://www.llaiswales.org/in-your-area/north-wales

Llais North Wales (Bangor)
11 Chestnut Court
Ffordd y Parc
Parc Menai
BANGOR
LL57 4FH

Rhif Ffon:  01248 679284

Llais (North Wales) Wrexham
Units 1B & 1D Wilkinson Business Park      
Clywedog Road South        
WREXHAM

Rhif Ffon: 01978 356178