Our Complaints Policy
We take your complaints very seriously indeed. We deal with your complaints courteously and promptly so that the matter is resolved as quickly as possible.
We deal with complaints in the way that we would like our own complaints handled. We learn from every mistake that we make and we respond to your concerns in a caring and sensitive way.
- Our Practice Manager,
- All complaints via the telephone or at the reception desk are listened to. You will be offered the opportunity to speak to Chris immediately. If she is not available at that time, then you will be given the opportunity to speak to Mike Heilbron. If neither of them is available, we will take brief details of your complaint and pass these on.
- Written complaints are dealt with directly by Chris.
- We discuss complaints about any aspect of clinical care or associated charges with the relevant dentist, unless you do not want this to happen.
- We will acknowledge your complaint in writing as soon as possible and enclose a copy of this code of practice. This is normally within three working days. You will be asked how you would like us to respond initially – face to face, by telephone or in writing? We will investigate your complaint within ten working days of receipt and then give an explanation of the circumstances which led to your complaint.
- We will confirm in every case our decision about your complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received and we review and amend our policies, procedures and practices to ensure that we do our utmost to rectify any issues identified.
- If you are not satisfied with the result of our procedure then a complaint may be made to:
- The Dental Complaints Service, The
- The General Dental Council,
- Care Quality Commission, Citygate, Gallowgate,
- The Dental Complaints Service, The
