Complaints Policy

If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we will provide a full response within a reasonable time, confirmed with you. We aim to provide the response within 10 working days.

If the complaint needs to be investigated, this will involve the treating dentist if there is one, the relevant members of the team, the practice owner and others if necessary. If the investigation is likely to take longer than the time we have agreed with you, you will be informed about the reasons for the delay and the date the investigation will be completed. You will also be informed about the progress of the investigation and of any further delays.

When the investigation has been completed, you will be informed of its outcome and invited to a meeting to discuss the results and any practical solutions.

This practice regularly analyses any patient complaints to learn from them and to improve our standards of care and service. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint you can take it further, contact information will be provided in the response letter. Please also see the contact details below.

Contacts

The Private Dental Complaints Service:

08456 120540    www.dentalcomplaints.org.uk

The Care Quality Commission:

03000 616161   www.CQC.org.uk

The Health Ombudsman:

03450 154033    www.ombudsman.org.uk