Complaints Policy

Complaints Policy

 If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria. 

How to complain 
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 will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint: 

  • Within 12 months of the incident that caused the problem

Complaints should be addressed to Nicola Atherage – Complaints Manager. You may ask for an appointment with her in order to discuss your concerns. They 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 will do: 
We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 14 working days of the date when you raised it with us. We shall then be able to offer you an explanation. If we are unable to investigate the complaint within this agreed time period, we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed. 

When we look into your complaint, we shall aim to: 

  • Find out what happened and what went wrong;
  • Arrange a meeting, 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 doesn’t happen again

Complaining on behalf of someone else 
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this. 

Complaining to the NHS England 
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the NHS England if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation Approved by: Kunal Sirpal Date: September 2019 

Should you wish to make a direct complaint to NHS England please contact: 
NHS England Customer Support Centre, 
PO Box 16738, 
B97 9PT.

Telephone: 03003 112 233
(Monday to Friday 8am to 6pm, excluding English Bank Holidays)


Parliamentary & Health Service Ombudsman 
Millbank Tower,

Telephone: 0345 015 4033


Dental Complaints Service 
Stephenson House,
2 Cherry Orchard Road, 
CR0 6BA. 

Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm) 

General Dental Council 
37 Wimpole Street,
W1G 8DQ 

Telephone: 0845 222 4141 or 020 7887 3800