But if you have a complaint

At our practice, we take all complaints seriously and strive to ensure that every patient is satisfied with their experience. When a complaint is made, we handle it promptly and courteously, aiming to resolve the matter as quickly as possible. Our procedure is guided by these core principles.

Our goal is to respond to complaints in a manner that reflects how we would want our own concerns to be addressed.

The Practice Manager is responsible for handling any complaints regarding our services. If the Practice Manager is unavailable, the practice owners will step in to address the issue. In cases where the complaint involves the Practice Manager directly, it will be managed by the practice owners as well.

How We Handle Complaints

• Complaints by phone: We will carefully listen to your concerns and offer to connect you with the Practice Manager. If unavailable, we will arrange a suitable time for a follow-up.
• Complaints in person: You will be invited to sit privately with the Practice Manager. If unavailable, we will inform you when they can meet and arrange accordingly.
• Written complaints: Complaints via letter or email will be forwarded to the Practice Manager immediately for review and action.
• Clinical care or charges: These complaints will be referred directly to the relevant dentist for further investigation.

Response and Resolution Timeline

We will acknowledge receipt of your complaint in writing within 2 business days and provide you with a copy of our complaints procedure. If we cannot complete the investigation within 10 business days, we will provide an update and continue to provide an update every 10 business days until the complaint is resolved.

Upon completing the investigation, we will inform you of the outcome in writing and provide a detailed explanation of our findings.

All complaints and their resolutions will be documented thoroughly to ensure comprehensive records are maintained.

Escalating a Complaint

If you are not satisfied with our resolution, you may refer your complaint to:

Alternatively, you can contact the General Dental Council, the dentists’ registration body: