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 complaint system adheres to national criteria.

Version 5: Revised 2019

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 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 6 months of the incident that caused

the problem; or

  • if later, 6 months from the date the person raising the concern realised they had a concern, providing that it within 6 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 an appointment with the Practice Manager in order to discuss your concerns. 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

  1. We shall ensure that any complaint is investigated and that necessary action is taken in response to any failure identified by the complaint.
  2. Identify what we can do to make sure that the problem does not happen again.
  3. Make it possible for you to discuss the problem with those concerned.
  4. We shall respect the wishes and feelings of the patient and respect the patient’s privacy as far as possible.
  5. We shall supply a written copy of the complaint’s procedure to the patient.
  6. We shall make sure you receive an apology, where this is appropriate.



For complaints regarding private treatment

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or meeting with those involved.

For complaints regarding NHS treatment

We aim to respond to you within 30 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with those involved.

Vulnerable Adults

If you require any assistance in making a complaint you have the option of contacting us by phone (01978 854745), in person or by letter. Please let us know which option you would prefer us to use when responding to your complaint. You may also ask to speak to us at a suitable time in private.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the 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 are a child under 16 years.