Code of practice for patient complaints

In this practice we take complaints very seriously and try to ensure that all our 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.

  • The person responsible for dealing with any complaint about the service which we provide is Dr Susan Bush, our Complaints Manager.
  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her 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 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 or email will be passed on immediately to the Complaints Manager. 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.
    We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within3 working days.
  • We will seek to investigate the complaint within14 working days of receipt 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 them on the telephone. If we are unable to investigate the complaint within14 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 immediately after completing our investigation and keep comprehensive records on the matter.

If you are not satisfied with the result of our Complaints Handling Policy then further action can be discussed with the following:

Care Quality Commission
Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG
03000 616161

NHS England
PO Box 16738, Redditch B97 9PT
0300 311 2233

Dental Complaints Service
Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
08456 120540

The General Dental Council
37 Wimpole Street, London SW10 4QP

The Paliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
0345 015 4033

Call us on 01590 672986 to arrange your consultation Or you can email