Complaints Policy

  1. The practice manager is responsible for dealing with all complaints about our service.
  2. If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint will make an initial record of the patient’s concerns and check this with the patient for accuracy. The patient will be given a copy of the record and the original passed to the dentist and practice owner. If the dentist is available, the patient will be asked if he/she would like to see her immediately. If not, the patient will be advised when she will be able to arrange a meeting in person or make contact by telephone.
  3. If the patient complains in writing or by email, the complaint will be passed immediately to the dentist.
  4. Complaints about clinical care or the amount charged for treatment will be referred to the dentist unless the patient requests otherwise.
  5. All complaints will be acknowledged in writing as soon as possible but within three working days. A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the dentist, he/she will be offered the opportunity to do so and will be asked if he/she would prefer to be kept informed of developments by letter, email, telephone or face-to-face meetings. The patient will also be advised of the process to be followed in resolving the complaint and the anticipated time scale.
  6. We will investigate the complaint quickly and efficiently and, as far as reasonably practical, the patient will be kept informed of progress. Investigations will normally be completed within ten working days.
  7. On completion of our investigation, we will provide the patient 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 reports are kept of any complaint received.
    If patients are not satisfied with the result of our procedure then a complaint may be made to: The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon. CR0 6BA. Tel: 08456 120540. Website: or General Dental Council on: