It is our aim to provide you with the highest quality dental care and the most pleasant experience possible. If our service falls short in any way we welcome your feedback. If you have a complaint we promise to deal with it in a prompt and courteous manner. We have a complaints policy relating to how complaints are dealt with. If you wish to view our complaints policy it is available at the reception desk.
The person responsible for dealing with any complaint about the service you have received is your individual Dental Practitioner, or another dentist within the practice, should you prefer this.
If a complaint is received via the telephone, or in person at the front desk, we will take you to a private area to discuss things further, ensuring confidentiality. We will listen carefully to your complaint, doing our best to resolve the issue.
A written complaint will be dealt with by the person to whom it is addressed.
If a complaint relates to clinical care or associated charges, it will be referred to the responsible dentist, unless you do not wish this to happen.
We will acknowledge any complaint in writing and enclose a copy our complaints policy with our letter. We will respond, acknowledging receipt, within two working days of receiving a written or verbal complaint. We will investigate any complaint within ten working days, providing you with a full explanation of the circumstances that have led to the complaint. Should you wish to discuss the complaint in person, this will be arranged at your convenience.
If we are unable to fully investigate the complaint within ten working days we will notify you, outlining the reason for the delay and the time-period within which the investigation will be completed.
Once the investigation of your complaint has been completed, we will notify you in writing regarding the outcome of our investigation. Proper and comprehensive records are kept of any complaint received, in accordance with the appropriate regulations.
Should any complainant be dissatisfied with the outcome of the investigation, complaints can be escalated to the following organizations: