Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out 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 the most a few weeks - because this will enable us to establish what happened more easily.

Complaints should be addressed to Mrs Whitehead. Alternatively, you may ask for an appointment with Mrs Whitehead 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 be a great help if you are as specific as possible about your complaint.

What we shall do:
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when your raised it with us. We shall then be in a position to offer you an explanation or a meeting with those involved. In investigating your complaint we shall aim to:
• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem does not 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 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.

If patients are not satisfied with the results of our procedure then a complaint may be made to: The General Dental Council, 37 Wimpole Street, London W1G 8DQ (Dentists’ registration body)