complaints procedure

Please tell us if you are unhappy with any aspect of the care you have received.

We strive to provide a high level of service and ensure all patients are pleased with their experience while in our care. We aim to deal with complaints promptly and politely, to ensure the matter is resolved as quickly as possible.

We learn from every complaint made to ensure mistakes are not repeated, and amend our protocols, if necessary, to minimise the chance of the issue happening again.

  • The person responsible for dealing with any complaint about the service we provide is the complaints manager.
  • If you complain on the telephone or at the reception desk, we will listen to your complaint and offer to refer you to the complaints manager.
  • If the complaints manager is not available at the time, a staff member will take details of the complaint and pass them on as soon as possible.
  • If the complaints manager is unable to contact you within a reasonable period, or you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with the complaint.
  • If we receive your complaint in writing, we will pass your letter on immediately to the complaints manager.
  • If you complain about any aspect of clinical care or associated charges, the complaint will normally be referred to the dentist, unless you do not want this to happen. We will tell you when you will be able to talk to the dentist, and arrangements will be made for you to meet them.
  • If you do not wish to meet us to discuss the complaint, we will attempt to contact you by telephone.
  • We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
  • We will seek to investigate within 10 working days following receipt of the complaint to give an explanation of the circumstances which led to the complaint.
  • If we are unable to investigate your complaint within 10 working days, we will notify you, giving reasons for the delay and when the investigation is likely to be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation.
  • We keep proper and comprehensive reports of any complaint received.
  • We may need to share your complaint with the Commissioning Support Unit (CSU), but this will only take place when you give your written consent.

If you are not satisfied with our response to your complaint, we advise you to contact one of the following organisations.

Financial Ombudsman:

https://www.financial-ombudsman.org.uk/

complaint.info@financial-ombudsman.org.uk

Call the helpline on 0800 023 4567

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.

For NHS Treatment:

NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT

Tel:  0300 311 2233
Email:  england.contactus@nhs.net
www.england.nhs.uk

For Private Treatment:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ

Tel:  020 8253 8000
E-mail:  info@dentalcomplaints.org.uk 
www.dentalcomplaints.org.uk

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
www.ombudsman.org.uk

Care Quality Commission
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Tel:  03000 616161
www.cqc.org.uk

The General Dental Council
37 Wimpole Street
London
W1M 8DQ

Tel: 0845 222 4141 or 020 7887 3800
www.gdc-uk.org