Complaints Procedure

If you have a complaint or concern about the service you have received from your dentist or any member of our staff, please let us know.

How to complain

We hope that most problems can be sorted out easily and quickly, ideally at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible-  within a matter of days if possible. This will enable us to establish what happened more easily.

Complaints should be addressed to Dr S Patel, the Practice Principal, in writing or by telephone. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

What we will do

We will acknowledge your complaint or concern within two working days of receipt.  We will investigate your complaint within ten working days if possible. We will then offer you an explanation and/or a meeting to discuss the complaint.

Complaining on behalf of someone else

If you are complaining on behalf of a patient, we would adhere to the rules of confidentiality.

We would therefore need the patient’s written permission for you to act on their behalf.

Please remember that we want all of our patients to be happy and will always try to resolve problems quickly and fairly.

If patients are not satisfied with the result of our procedure then a complaint may be made to:

• The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk
• The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540 www.dentalcomplaints.org.uk
• The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct