Complaints Procedure


Complaints are taken very seriously in this Practice and we try to ensure that all patients are pleased with our service. We would never be complacent to think that problems and misunderstandings would never occur. They can happen, but please be assured every effort will be made to resolve things as a matter of urgency.

A code of practice for handling complaints is detailed below and we hope you will find it acceptable.

Our aim is to react to complaints in the same way that we would want our own complaint handled.

We hope to learn from every case and to respond to patient’s concerns in a caring and sensitive way. The person responsible for dealing with any complaint is the practice manager – Ms. L. Patel

When a patient complains on the telephone or at the reception desk we will listen and the member of staff present will note brief details of the complaint and pass them to the practice manager.

All complaints will be acknowledged by telephone within 2 working days if possible. You will be invited to attend for an informal meeting to discuss the matter.

Following the meeting, or in the event of you not wishing to meet, we will seek to investigate the complaint and respond in writing within 15 working days.

Proper and comprehensive records are kept of any complaint received. Please note, as a practice we adhere to a “Duty of Candour” that dictates we will always be open and honest.

Alternatively you can contact :

NHS England, PO Box 16738, Redditch, B97 9PT.

Tel: 0300 311 22 33 or email [email protected]

Please state: ‘For the attention of the complaints team’ in the subject line.

If your complaint concerns private treatment you may wish to contact The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER

Tel: 08456 120 540 or visit

Patients who remain unhappy after local resolution is complete may request a review of their complaint by the Ombudsman (The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP Telephone 0345 015 4033     

You can also contact the Care Quality Commission (CQC) – 03000616161

Review August 2020