How To Complain?

We aim to always have satisfied patients, to meet their expectations of care and service, to deal with complaints quickly, to investigate complaints in a full and fair way and to respect patient confidentiality. To help us achieve these aims we follow this policy and have an effective complaints procedure.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We never discriminate against patients who have made a complaint and we aim to resolve complaints as quickly, effectively and smoothly as possible. Please address all complaints to Nicola Westcott who is the Practice Manager.

If you wish to make a complaint on the telephone or in person please ask for the Practice Manager. If she is unavailable, we will take brief details about the complaint and let you know when you can talk to the dentist. If we cannot arrange this within a reasonable period of time or if you do not wish to wait, we will make arrangements for another team member to speak to you as soon as possible. If you choose to complain in writing please address it to the Practice Manager. If your complaint is about any aspect of clinical care or associated charges, your dentist will be asked for their view, unless you do not want us to do so. We will keep comprehensive and confidential records of your complaint. All details will be stored securely and only those persons who need to know about it will be informed.

If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we will provide a full response within a reasonable time, confirmed with you. We aim to provide the response within 10 working days. If the complaint needs to be investigated, this will involve the treating dentist if there is one, the relevant members of the team, the practice owner and others if necessary. If the investigation is likely to take longer than the time we have agreed with you, you will be informed about the reasons for the delay and the date the investigation will be completed. You will also be informed about the progress of the investigation and of any further delays.

When the investigation has been completed, you will be informed of its outcome. This practice regularly analyses any patient complaints to learn from them and to improve our standards of care and service. That’s why we always welcome your feedback, comments, suggestions and complaints. We request patients to speak with us directly so that we have the opportunity to help you with any complaint you may have and resolve the matter in a quick and efficient manner. However if you feel unable to speak with us and would rather take your complaint to a third party or you feel that we haven’t dealt with your complaint sufficiently you may contact:

For complaints regarding Private dental treatment:
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Phone: 08456 120540

For complaints regarding NHS dental treatment all the information you need can be found at the following website:
Email complaints may be sent to: ensure you state ‘For the attention of the complaints manager’ in the subject line.