Arrangements for dealing with complaints

How to complain.

In this practice, we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If you have a complaint, we will treat you courteously and promptly so that the matter is resolved as quickly as possible. We learn from your feedback and respond to your concerns in a caring and sensitive way.

Complaints will only be shared with the staff involved, and only those who need to know will have the full details. The theme of any complaints will be discussed in team meetings so that all members can learn from them and improve the service that we provide.

The Complaints Manager in the practice is Alison Fisher

Verbal Complaints in person or by telephone


If you complain on the telephone or at Reception, we will listen to your complaint and acknowledge it with empathy. Minor complaints will be dealt with immediately. For more complex issues the complaint will be referred to Alison Fisher immediately if possible. If the complaints manager is not available, you will be told when she is available and offered a choice of how she may contact you, to discuss the issue.

Complaints in writing or via email


If you complain in writing or by email, your complaints will be passed on, immediately to Alison Fisher.

She will acknowledge your complaint in writing or by email (by the same method that you contacted us) and enclose/attach a copy of our complaint’s procedure as soon as possible (normally within 2 working days).

She will aim to have investigated the complaint within 10 working days. We will offer to discuss the complaint at a time agreed with you, giving you a choice of how you would like to be kept informed, for example, face to face, by telephone, email or letter.

We will inform you how the complaint will be handled and the likely timescale that the investigation will be completed. If you do not wish to discuss the complaint, we will still advise you of the likely timescales for completing the process.

In all cases, we will seek to investigate the complaint speedily and efficiently and we will keep you regularly informed, as far as is reasonably practicable, as to the progress of the investigation.

Investigations will normally be completed in 2 weeks. When the investigation is complete, we will provide you with a written report. This will include an explanation of how the complaint was considered, the conclusions reached in respect of each part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action we have taken or will be taking as a result of the complaint.

We will keep full, confidential records of any complaint received as well as any actions taken to improve services as a result of your complaint.

For complaints regarding NHS treatment

Any complaints regarding NHS treatments will be handled in-line with ‘Putting Things Right’ procedure.

Any complaint regarding clinical care or associated charges will be passed on to the treating dentist unless you do not wish this to happen.

If you are not satisfied with the result of our procedure, you can complain to:

Patients who have a complaint regarding treatment they have received privately are advised to contact The Dental Complaints Service or Denplan. Patients can also contact Healthcare Inspectorate Wales.
Dental Complaints Service

Stephenson House

2 Cherry Orchard Rd

Croydon CR0 6BA

Tel. 08456 120 540

The Head of Customer


Denplan Court

Victoria Road

Winchester SO23 7RG

Tel: 0800 401 402

Healthcare Inspectorate Wales

Rhydycar Business Park

Merthyr Tydfil CF48 1UZ

Tel: 0300 062 8163

Patients who have a complaint regarding treatment they have received under the NHS can contact the North Wales Community Health Council or The Concerns Team at

Betsi Cadwaladr University Health Board.

Local Community Health Council

Find your local Community Healy by contacting:

The Board of Community Health Councils in Wales Tel: 02920 235558

Email: enquiries

The Concerns Team

Betsi Cadwaladr University Health Board

Ysbyty Gwynedd

Bangor LL57 2PW

Tel: 01248 384194

or phone NHS Direct Wales on 0845 46 47

If your concern has been looked at by the NHS organisations above and you are still not

happy with the response, you can contact the Public Services Ombudsman for Wales.

Public Services Ombudsman for Wales

1 Ffordd yr Hen Gae

Pencoed CF35 5LJ

Tel: 0845 601 0987

The General Dental Council

37 Wimpole Street



Tel: 0207 167 6000

Privacy and Dignity of Patients

The practice is committed to promoting an environment which provides for the support and ongoing well-being of patients. The practice’s Dignity and Respect policy is based on the principles of excellent staff management and ethical behaviour which underpins the practice’s value in providing patients with an environment centred upon self-respect, tolerance and support.

This practice has an Equality, Diversity and Human Rights policy and staff receive ongoing training and development. The practice has a policy of patient confidentiality and all information and records are kept safe and confidential.  There are facilities for patients to have private conversations with the clinical and reception staff.

Zero Tolerance Policy

Our Practice is committed to providing a safe working environment by minimalising the risk of violent, abusive and aggressive behaviour in the workplace. Patients displaying any anti-social behaviour either in person or by phone will not be welcome at Chapel Cottage Dental Practice.