Complaints procedure

 

Please let us know if you’re not happy with any aspect of our service.

We strive to provide a high level of service and ensure all our patients are pleased with their experience while in our care. When we receive a complaint, we aim to deal with it in a prompt and courteous manner, to ensure the matter is resolved as quickly as possible.

We learn from every complaint to avoid repeating mistakes, amending our protocols, where necessary, to minimise the chance of the issue happening again.

  • The person responsible for dealing with any complaint about the service we provide is Nuzhat Ahmed.
  • If you complain on the telephone or at the reception desk, we will listen to your complaint and offer to refer you to Nuzhat Ahmed.
  • If Nuzhat Ahmed is not available at that time, the member of staff will take details of the complaint and pass them on as soon as possible. If Nuzhat Ahmed is unable to contact you within a reasonable period, or if you don’t wish to wait to discuss the matter, arrangements will be made for someone else to deal with the complaint.
  • If your complaint is received in writing, the letter will be passed on immediately to Nuzhat Ahmed.
  • If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist, unless you don’t want this to happen. You will be told when you will be able to talk to the dentist and arrangements will be made for this meeting to take place.
  • If you don’t wish to meet us to discuss the complaint, we will attempt to talk to you on the telephone.
  • We will acknowledge your complaint in writing and enclose a copy of our Complaints Procedure as soon as possible, normally within two working days.
  • We will seek to investigate your complaint within ten working days, following receipt of the complaint, to give an explanation of the circumstances which led to the complaint.
  • If we are unable to investigate your complaint within ten working days we will notify you, 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 immediately after completing our investigation.
  • Proper and comprehensive reports are kept of any complaint received.
  • Your complaint may need to be shared with the Commissioning Support Units (CSU), but this will only take place when you give your written consent.

If you are not satisfied with the result of our complaints procedure, we recommend that you contact one of the following organisations:

NHS Treatment:

NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT

Tel:  0300 311 2233
Email:  england.contactus@nhs.net
www.england.nhs.uk

Private Treatment:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ

Tel:  020 8253 8000
E-mail:  info@dentalcomplaints.org.uk
www.dentalcomplaints.org.uk

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033
www.ombudsman.org.uk

Care Quality Commission
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Tel:  03000 616161
www.cqc.org.uk

The General Dental Council
37 Wimpole Street
London
W1M 8DQ

Tel: 020 7167 6000
www.gdc-uk.org

 

Online booking
Please enter patient DOB
Online booking
Please enter patient DOB
Book
Directions Facebook Review us