Complaints Procedure

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaints system adheres to national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like to know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that please let us details of your complaint:

  • Within six months of the incident that caused the problem; or
  • within six months of discovering that you have a problem, provided this is within twelve months of the incident

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively you may ask for a meeting with the Practice Manager or one of the Partners in order to discuss your concerns. He/she will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaints within ten working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In investigating your complaint we aim to:

  • Find out what happened and what went wrong
  • Enable you to discuss the problem with those concerned, if you would like this
  • Ensure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness or a child under 16.
Complaining to the dental complaints service

We hope that, if you have a problem, you will make use of the practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental complaints service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

If you wish further advice you should contact:

Dental Complaints Service
The Landsdowne Building
2 Landsdowne Road
Croyden
CR9 2ER

Tel: 08456120540
Email: info@dentalcomplaints.org.uk

You may also wish to contact The General Dental Council for more advice

The General Dental Council
37 Wimpole Street
London
W1M 8DQ

Tel: 02078873800
Email: complaints@gdc-uk.org

For those patients who have a complaint regarding treatment they received under the NHS they can also contact Primary Care Trust

For those patients registered with this practice with Denplan can contact Denplan by telephone for advice: 0800 169 7220