Complaints procedureIf 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. We operate a practice complaints procedure. Our complaint system adheres to national criteria.
How to complainWe 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 in 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 most a few weeks -because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint. At this stage, you will be asked to sign and verify exactly what your complaint is.
- 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.
What we shall doWe shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working 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 does not happen again.
Complaining to the Dental Complaints Service
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 practice. However, this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact:
For Private treatments – Dental Complaints Service
For NHS treatments – NHS Dental Commissioning Board (Thames Valley)
For those patients registered with this practice with Denplan you can contact Denplan by telephone for advice:
Den plan Tel. 0800 3893892Download our complaints procedure