Complaints Handling Policy (Private Treatment)

We want all our patients to have a positive experience at our practice. However, if one of our patients should be less than satisfied with the service we provide, they will be dealt with courteously and promptly so that the matter is resolved as quickly as possible. You can also download a PDF file below.

Our complaints procedure is as follows:

1. The person responsible for dealing with any complaint about the service we provide is Kulvinder Sokhal, our Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to them and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for another, suitable member of staff to deal with it.

3. If the patient complains in writing, the letter will be passed on immediately to the Complaints Manager.

4. 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 happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.

6. We will seek to investigate the complaint within ten working days of receipt, to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

8. We keep proper and comprehensive reports of any complaint received.

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

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
(Telephone: 08456 120 5400) for complaints about private treatment.

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ
(Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct