Complaints Procedure

We are very committed to offer high standards of care and service to our patients. It is our aim to have always satisfied patients, to meet your expectations and to resolve any complaints as efficiently as possible.

That’s why we take this matter very seriously.

We are always willing to learn from our mistakes hence why we regularly carry out audits to ensure our procedures are being improved & to prevent complaints from being made.

However if you have any dissatisfaction with a treatment or a service, please let us know by contacting Tracy the practice manager, as she is responsible for dealing with complaints & feedbacks.

We will never discriminate against patients who have raised a complaint.
A complaint has to be made within 12 months of an incident happening.
Once a complaint has been received, an initial complaint acknowledgement will be sent to patients within 3 working days.
Subsequently, a full investigation is carried out in house, which will lead to an appropriate response within 2 weeks. If there is any delay in the process, we will notify the patient about it, explaining why & giving the likely dates for its completion. The responsible person will write a confidential detailed report, explaining how the complaint has been considered & which outcomes have been achieved. A copy of this report will be kept in your medical records.
It is our goal to offer as promptly as possible remedial actions if needed be because we do not want to have unsatisfied patients.

If you are still dissatisfied with the practice procedure, you can take it further.

Please see the contacts below:

You can contact the GDC private dental complaints service by calling 0845 612 0540 or visiting www.dentalcomplaints.org.uk.

You can contact the Care Quality Commission by calling 03000 61 61 61 or visit www.CQC.org.uk.