Complaints procedure

Code of Practice for patient complaints

We want all our patients to be pleased with the service they receive, so we always take complaints seriously. If you make a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible and, wherever possible, to your satisfaction, by following the agreed procedure.

A complaint may indicate a failing on our part, from which we can learn and then make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reaching a satisfactory conclusion. We will be polite and respectful towards you at all times.

Practice procedure

  1. The Practice Complaints Manager, Beth Hansen, is responsible for dealing with all complaints about our service.
  2. If you make a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of your concerns and checks this with you for accuracy. You are given a copy of the record and the original is passed to the Complaints Manager. If the Complaints Manager is available, you are asked whether you would like to see him/her immediately. Otherwise, you are told when the Complaints Manager will make contact to arrange a meeting in person or by telephone.
  3. If you complain in writing or by email, the complaint will be passed immediately to the Complaints Manager.
  4. Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless you request otherwise.
  5. All complaints are acknowledged in writing as soon as possible and within three working days. A copy of this Code of Practice will be sent with the acknowledgement. If you have not yet discussed the matter with the Complaints Manager, you will be offered the opportunity to do so and also be asked how you would like to be kept informed of developments – by letter, e-mail, telephone, or face-to-face meetings. You will also be advised of the process we will follow when resolving the complaint and the anticipated timescale.
  6. We will investigate your complaint speedily and efficiently and, as far as reasonably practicable, will keep you informed about the progress. Investigations will normally be completed within six months.
  7. On completion of our investigation, we will provide you with a full written report, which will include:
    • an explanation of how the complaint has been considered
    • the conclusions reached in respect of each specific part of the complaint
    • details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  8. Proper and comprehensive records will kept of any complaint received, as well as any actions taken to improve services as a consequence of a complaint.
  9. If you are not satisfied with the result, then the complaint may be referred to:

    NHS England
    PO Box 16738
    B97 9PT
    By email to:
    By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

    Or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or for complaints about NHS treatment.

    The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or for complaints about private treatment.

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