Complaints Policy

We try to ensure that all of our patients are pleased with their experience of our services. We welcome feedback from patients and take any complaints seriously. We aim to deal with any complaints courteously and efficiently so that they can be resolved as quickly as possible.

Complaints Made Verbally
If you wish to make a complaint over the phone or in person, we will listen to your complaint and offer to refer you to the complaints lead. If they are unavailable, the staff member will take your details and a brief explanation of the complaint to pass on. Your complaint will be acknowledged within 3 working days.

Complaints Made via Email or Letter
Any letters or emails regarding a complaint will be immediately passed to the complaints lead. Your complaint will be acknowledged within 3 working days. If you wish to complain via email, please select the correct location on our website for the email address associated with that practice.

Investigation
We will contact you to discuss your complaint unless it can be resolved easily. Any complaints involving clinical care will be referred to the treating dentist unless you request this not to happen. We will then investigate your complaint and will aim to have a response for you within 10 working days. If it is not possible to resolve this within that timeframe, we will inform you and let you know when it is likely to be resolved.

Once we have made a decision regarding your complaint we will inform you by your preferred contact method.
It is possible that if a complaint regards clinical care or is complex, we may need to seek advice from our insurers, indemnifiers or legal advisors and, therefore, may need to share some of your information for this purpose.