Complaints Procedure

We are keen to improve our services and welcome your suggestions or comments both good and bad! We like to know when you think we did something well, and if anything in particular impressed you. You may be asked occasionally to complete a survey and your feedback is much appreciated.

For more information on how to make a suggestion, comment or complaint and how we will respond please see a member of the team. The team can provide you with our full complaints procedure if necessary.

If you were to make a complaint on the telephone or at the reception desk the receptionist team will listen to your complaint and take down some details, this will be passed to the Principal of the practice as soon as possible and they will respond in due course.

If you were to complain in writing the letter will be passed to the principal unless you do not wish this to happen. We will acknowledge your complaint within three working days. We will then seek to investigate the complaint within ten working days of receipt and give an explanation of the circumstances which led to the complaint and where possible a solution. Sometimes, due to the complexity of your complaint we will not be able to meet this timescale. If this happens we will write to you every ten working days, and keep you fully informed of the progress being made.
Full comprehensive records are kept of complaints and anyone who raises a concern or complaint with the practice can be assured that their confidentiality will respected and their future care will not be compromised.

If you are not satisfied with the result of our investigation then you can contact The Dental Complaints Service on 020 8253 0800.

If you are not happy with the handling of the complaint you can contact the General Dental Council (GDC) or the Care Quality Commission (CQC).
The General Dental Council
Address: 37 Wimpole Street, London, W1G 8DQ
Phone: 020 7167 6000
www.gdc-uk.org

The Care Quality Commission
Address: Finsbury Tower, 103-105 Bunhill Row, London, EC1Y 8TG
Phone: 0300 061 6161
www.cqc.org.uk

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