How to complain?

We hope that any problem can be sorted out quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint please bring this to the attention of our Practice Manager, Mrs. Claire Murphy as soon as possible. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

It helps if you tell us:

  • What the problem was.
  • When it happened.
  • Your name and address.
  • The patient’s name if you are complaining on behalf of someone else.

Complaining on behalf of someone else

If you are in this position we have to know that you have permission to do so and a letter signed by the person concerned will be required. This is necessary to ensure that we keep strictly to the rules of confidentiality. We can never discuss a patient or their treatment without their permission.

What we will do

We will acknowledge your complaint within two working days and aim to have investigated your complaint within ten working days of the date you raised it with us but will keep you informed if there is a delay. We will then be in a position to offer you an explanation or a meeting with those involved.

If you are still unhappy

We hope our practice complaints procedure will provide the best chance of resolving problems that may arise and give us an opportunity to improve our practice.

If you are still unhappy please talk to the Practice Manager who can provide further information on who you can talk to next.

The Dental Complaints Service is funded by the General Dental Council and assists patients who wish to make a complaint about dental treatment.

You may also contact the Care Quality Commission, who although it cannot investigate complaints, it is responsible for ensuring that essential quality standards are met by the dental profession.
We hope our practice complaints procedure will provide the best chance of resolving problems that may arise and give us an opportunity to improve our practice.