Complaints Procedure



In this practice we take complaints very seriously indeed and try to ensure that all 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.
This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled. We learn from any mistake that we might make and we respond to patients concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service we provide is:
Julie Smith Practice Manager.


Patient Confidentiality is taken seriously at our practice and all information about our patients is treated with the strictest confidence in accordance with Practice Policy. If you would like a copy of our practice confidentiality policy, please contact us.

  • If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him/her to Julie Smith immediately.
  • If Julie Smith is not available at this time, then the patient will be told when he or she will be able to talk to the dentist 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 someone else to deal with it.
  • If the patient complains in writing the letter will be immediately passed onto Julie Smith.
  • If the complaint is about any aspect of clinical care or associated charges it will normally be referred to Louise Hunter unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days.
  • We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint.
  • If the patient does not wish to meet us, then we will attempt to talk to him/her on the telephone.
  • 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.
  • We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  • Proper and comprehensive reports are kept of any complaint received.
  • Patients have the right to complain to the General Dental Council if not satisfied. NHS patients can contact This email address is being protected from spambots. You need JavaScript enabled to view it. of NHS Treatment if they are unsatisfied or contact the NHS website.