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, often 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- ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have 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 should be addressed to Jo Marlow, our Practice Manager or telephone 01926 311698. Alternatively, you may ask for an appointment with Jo and the dentist 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.
What we will do
We shall acknowledge your complaint or concern within two working days of receipt. We will investigate your complaint within ten working days. We shall then offer you an explanation and/or a meeting to discuss the complaint.
In investigating your complaint we shall aim to:
Establish the facts.
Make it possible for you to discuss the problem with those concerned, if you would like this.
Make sure you receive an apology, where this is appropriate.
Identify what we can do to make sure the problem doesn't happen again.
Complaining to the health authority
If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of an issue.
Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
NHS England can be contacted at England.contactus@nhs.net with ‘for the attention of the complaints team’ in the subject line
If you are still unhappy about your NHS complaint, you can contact The Parliamentary Health Ombudsman on 03000 616161 or visit www.ombudsman.org.uk