Practice Complaints Procedure – Information for Patients

If 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 Complain

We 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:
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.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment for < > in order to discuss your concerns. He/She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What We Shall Do

We 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 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 that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to 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:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Rd
Tel. 020 8253 0800


Dental Complaints Service

This impartial service has been set up to help resolve complaints about private dental care as fairly and as quickly as possible. The service covers the whole of the UK and is available to any patient wishing to complain about any aspect of dental care, treatment or service involving any member of a dental team.

How it works

Dissatisfied patients who call the service will be first be encouraged to use the dental practice’s own complaints procedures, if they have not already done so.
If the complaint remains unresolved a Dental Complaints Service adviser will discuss the complaint directly with the patient and the dental professional concerned.
If the adviser cannot resolve the matter, the complaint will go to a regional panel consisting of two lay volunteers and one dental professional volunteer. The panel will meet with the dental professional and the patient and recommend how best to resolve the complaint. Their emphasis will be on resolving complaints using common sense.

Serious complaints – which raise issues about patient safety and whether a practitioner should continue practising – continue to be dealt with by the GDC
You may also like to contact the General Dental Council for more advice.

Further Information
Denplan’s Complaint Handling Team Tel: 0800 169 7220

BDA Advice Sheet B10 ‘Handling Complaints’. B11’ Handling Private Practice Complaints’. Tel no: 0207 935 0875

Dental Complaints Service | Tel no: 020 8253 0800 –

GDC Standards Guidance “Principles of Complaints Handling”

General Dental Council
37 Wimpole Street
Tel. 020 7887 3800