Complaints Policy

In this practice we take complaints very seriously and try to ensure that all our
patients are pleased with their experience of our service. When patients complain,
they are dealt with courteously and promptly so that the matter is resolved as quickly
as possible. Our aim is to react to complaints in the way in which we would want our
complaint about a service to be handled. We learn from every mistake that we
make, and we respond to Patients concerns in a caring and sensitive way.

  • The people responsible for dealing with any complaints about the service
    which we provide are Tracey Fitzpatrick and Julie Gardner.


  • If a patient complains on the telephone or at the reception desk, we will listen
    to their complaint and take appropriate notes that are then logged. The
    member of staff will pass the complaint on to either Tracey or Julie. If
    necessary, we may ask you to put your complaint in writing.


  • If the patient complains in writing the letter or email will be passed on either
    Tracey or Julie.


  • If a complaint is about any aspect of clinical care or associated charges it will
    normally be referred to the dentist, unless the patient does not want this to


  • We will acknowledge the patients complaint in writing normally within 2
    working days.


  • We will seek to investigate the complaint within 10 working days Of receipt to
    explain the circumstances which led to the complaint. If we are unable to
    investigate the complaint within 10 working days, we will notify the patient,
    giving reasons for the delay and a likely period within which the investigation
    will be completed.


  • When we have completed our investigation, we will provide the patient with a
    full written report. The report will include an explanation of how the complaint
    has been considered, the conclusions reached in respect of each specific part
    of the complaint, details Of any necessary remedial action and whether the
    practice is satisfied with any action it has already taken or will be taking as a
    result of the complaint.


  • Proper and comprehensive records are kept of any complaint received.


If patients are not satisfied with the result of our procedure, then a complaint may be made to:

  • The Dental Complaints Service, (Telephone: 08456 120 540) for complaints about private treatment
    The General Dental 37 Wimpole Street London, W1M 8DQ (Telephone: 0845 222 4141), the
    dentists' regulatory body for complaints about professional misconduct.


  • CQC 03000 616171