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Concerns and Complaints


At NHS Wales Shared Services Partnership (NWSSP) we are committed to the delivery of high quality services to our customers and to our vision of 'Delivering Value, Innovation and Excellence through Partnership’. 

The majority of people are happy with the service they receive but sometimes things may not go as well as expected.  When that happens, we need to look at what went wrong so we can try to put things right, learn lessons and improve services.

We are always aiming to improve our services, develop customer insight and promote a customer focused culture. Therefore, if you experience any issues, are dissatisfied with an NWSSP service, or wish to raise a concern, please alert NWSSP staff as soon as possible.  You may also contact us to share your concerns through any of the methods below:


NHS Wales Shared Services Partnership (NWSSP)

4-5 Charnwood Court,

Heol Billingsley,

Parc Nantgarw,


CF15 7QZ


Tel: 029 2150 1500



Who may complain?

  • Representatives of NHS Wales Health Boards, Trusts and Special Health Authorities.
  • Representatives of Welsh Government departments who use NWSSP for specific services.
  • Complaints may be made by a relevant person who uses the services of NWSSP or a person acting on behalf of a service user.
  • Other stakeholders, including contractors, suppliers and the general public.


Our Concerns and Complaints Management Protocol applies to NWSSP Services only and excludes staff grievances and complaints relating products and services procured through NWSSP.  Concerns relating to products or services procured by NWSSP should be managed by Procurement Services, to ensure that quality and patient safety issues are identified and the appropriate bodies notified.  In these instances, please follow the link below:


Employee concerns and grievances should be raised in the first instance with your line manager. However, if the concern cannot be addressed via this process there are policies in place to support them, including the 'Whistleblowing Policy’ and ‘Grievance Policy and Procedure’ which detail procedures for employees with complaints or grievances.


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NWSSP Concerns and Complaints Management Protocol (PDF, 1MB)

Subject to Equality Integrated Impact Assessment (EQIIA)


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NWSSP Complaints Leaflet (PDF, 248KB)