Complaints Policy and Procedure
We take complaints very seriously and aim to ensure all patients are happy with the care and service they receive. If something goes wrong, we will treat your concerns courteously and deal with them as quickly as possible.
If you have a complaint or concern about any aspect of your care or the service you have received from our dentists or team, please let us know. We operate a practice complaints procedure that meets national standards.
We hope most issues can be resolved quickly and informally, often at the time they arise and with the person involved. If this is not possible and you wish to make a formal complaint, we will acknowledge it within three working days.
To help us investigate properly, we ask that complaints are raised within 12 months of the incident, or within 12 months of discovering the issue.
How to make a complaint
You can make a complaint by phone, email, in writing, or in person.
Your complaint will be reviewed by the Practice Manager or Principal Dentist.
What we will do
We will acknowledge your complaint within three working days.
We aim to investigate and respond within 14 days. If this is not possible, we will inform you and explain the reason for any delay.
Once our investigation is complete, we will confirm the outcome in writing.
All complaints are handled confidentially and will not affect your care in any way.
If you are not satisfied
If you do not feel able to raise your complaint with us, or you are unhappy with our response, you can contact your local Integrated Care Board (ICB):
https://www.nhs.uk/service-search/other-services/complaints-and-feedback-services
If you remain dissatisfied after this, you can contact:
Parliamentary & Health Service Ombudsman
Private Treatment Complaints
If your complaint relates to private dental treatment, you can also contact:
Dental Complaints Service
Professional Concerns
If your concern relates to a dentist’s professional conduct or fitness to practise, you can contact:
General Dental Council (GDC)
Complaining on behalf of someone else
If you are complaining on behalf of another person, we will need their consent unless they are unable to provide it due to physical or mental incapacity.