Complaints

We aim to ensure all patients are satisfied with their experience and welcome feedback. Complaints are taken seriously and handled courteously and efficiently to achieve a prompt resolution.

Complaints Lead: Zelda Wiese

Making a Complaint

Verbally (Phone or In Person):

• Staff will listen to your complaint and, if possible, refer you to the complaints lead.

• If the complaints lead is unavailable, staff will record your details and a brief summary.

• Complaints will be acknowledged within 3 working days.

Via Email or Letter:

• All complaints received by letter or email will be immediately forwarded to the complaints lead.

• Complaints will be acknowledged within 3 working days.

Investigation

• We will contact you to discuss your complaint unless it can be resolved quickly.

• Clinical complaints will be referred to the treating dentist unless you request otherwise.

• Our aim is to provide a response within 10 working days. If this is not possible, we will inform you of the expected timeframe.

• NHS complaints are handled according to NHS guidelines, with a response within 30 days.

Resolution

• Once a decision is made, you will be informed via your preferred contact method.

• For complex or clinical complaints, we may seek advice from insurers, indemnifiers, or legal advisors and may need to share relevant information for this purpose.