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Practice Complaints Procedure

We strive to provide the highest quality dentistry, in an empathetic and professional manner. However, we realise that we may not always achieve this for whatever reason. This may lead to discord for which we would appreciate the opportunity to rectify. 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.

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 out in this way and you wish to make a complaint, we would be grateful if you would let us 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 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
  • Within 6 months of discovering that you have a problem provided this is within 12 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. The Practice Manager 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 2 working days and aim to have looked into your complaint within 28 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 shall 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 doesn’t happen again

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 permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

We hope that, if you have a problem you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our service.

General Dental Council
www.gdc-uk.org
+44 (0) 845 222 4141 (UK local rate)
or +44 (0) 20 7887 3800
37 Wimpole Street
London W1G 8DQ