Complaints policy


In this practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. The following procedure is based on these objectives.

Complaint Process

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

1.The persons responsible for dealing with any complaint about the services we provide are: The Practice Manager and Managing Director

2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to the Practice Manager or Company Director immediately. If neither are available at the time, then the patient will be told when he or she will be able to talk to one of them and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to: The Practice Manager and Managing Director

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

7. Proper and comprehensive reports are kept of any complaint received.

8. The dentist is required to complete a simple form to highlight what they have changed in their practice.

9. Records are kept of any changes made as a result of a complaint (lessons learnt).

10. If patients are not satisfied with the result of our procedure then a complaint may be made to the respective agencies mentioned in the contact page of this leaflet.

11. Patients can also contact the British Dental Health Foundations advice line, Word Of Mouth, for information and advice – 0845 063 1188.

Complaint Contacts

Care Quality Commission

City Gate Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161

For complaints about NHS Treatment

Parliamentary and Health Service Ombudsman Millbank Tower Millbank LONDON SW1P 4QP Tel: 0345 015 4033 Patient Advice and Liaison Service (PALS) Complaints Manager NHS Surrey Cedar Court Fetcham Leatherhead KT22 9AE Tel: 01372 201715

For complaints about Private Treatment

The Dental Complaints Service Stephenson House 2 Cherry Orchard Road Croydon CR0 6BA Tel. 08456 120 540

Comment forms

If you do not have a complaint but you have any other comments regarding the practice please do leave us feedback. Please do take the time to fill this out as it is vital to improving the service we provide to our patients. If you are unable to utilise this service then you can find a comments box and forms at reception.

We hope that you are entirely satisfied with your dental care and experience and would be happy to recommend our services to others. If not, please let us know about it so that we can rectify the problem and improve our service.

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that sometimes things can go wrong, with the result that a patient feels they have a genuine cause for complaint. If this is so, we would like the matter to be settled as quickly and as amicably as possible. 

If you have not been satisfied with the practice in any way, please contact the practice manager, in writing, giving details of your complaint. We will do our best to answer your complaint as soon as possible.