Making a Complaint (Code of Practice)

How to complain

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, within a matter of days, as this will enable us to establish what happened more easily.

Complaints should be in writing and addressed to our Practice Manager.  Alternatively, you may ask for an appointment to discuss your concerns. We will explain the complaints procedure and will ensure that your concerns are dealt with promptly. 

What we will do

We will aim to acknowledge your complaint within three working days and will aim to have looked into your complaint within ten working days.  We will then be in a position to offer you an explanation or a meeting with those involved.  In investigating your complaint, we will aim to:

• find out what happened and what went wrong
• make it possible for you to discuss the problem with those concerned, if you would like this
• make sure you receive an apology where this is appropriate
• put matters right as appropriate
• identify what we can do to make sure the problem doesn’t happen again
• keep comprehensive records of the complaint

If we are unable to investigate the complaint within ten working days, we will notify you, giving reasons for the delay and a likely period within which the investigation can be completed.

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 permission to do so.  A note signed by the person concerned will be needed unless they lack the capacity to do so or unless the patient is under age 16 and you are the parent or legal guardian.

Local resolution

We hope that our practice complaints procedure will lead to satisfactory local resolution.  We believe this will provide the best chance of putting right whatever has gone wrong and give us an opportunity to improve our practice.  However, if you remain dissatisfied, you may take your complaint to:

• The Dental Complaints Service, 37 Wimpole Street, London W1G 8DO (tel: 020 8253 0800) for complaints about private treatment.
• The General Dental Council, 37 Wimpole Street, London W1G 8DQ (tel: 020 7167 6000) for complaints about the conduct or fitness to practice of orthodontists and dental nurses.
• The Care Quality Commission, CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA (tel: 03000 616161) for complaints about the practice premises or service provided.