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Practice Complaints Policy

At High Street Dental Practice, we take patient concerns and feedback very seriously. We try to ensure that all our patients are pleased with their experience of our service. Should a patient have a complaint, they are dealt with courteously and promptly. We aim to resolve the matter as soon as we can and, wherever possible, to the satisfaction of the patient.

Practice procedure:

  • The Practice Manager, Dave Waters, is responsible for dealing with all complaints about our services
  • If a patient makes a complaint in person or by telephone:
    • The member of staff receiving the complaint will record the patient’s concerns and pass them on to the Practice Manager
    • If the Practice Manager is available, the patient will be given the opportunity to see her immediately
  • If the patient complains in writing or by email, the complaint will be passed immediately to the Practice Manager
  • Complaints about clinical care, or the amount charged for treatment, will be referred directly to the dentist concerned, unless the patient requests otherwise
  • All complaints are acknowledged in writing as soon as possible, within three working days, with:
    • A copy of this code of practice
    • An invitation to discuss their complaint with the Practice Manager, if the patient has not already done so
    • A request for how the patient would like to be kept informed of developments – by letter, email, telephone or face-to-face meetings
    • Advice about the process we will follow in resolving the complaint and the anticipated timescale
  • The complaint will be investigated speedily and efficiently and, as far a reasonably practicable, the Practice Manager will keep the patient informed of progress. Investigations will normally be completed within six months
  • On completion of our investigation, we will provide the patient with a full written report which will include:
    • An explanation of how the complaint has been considered
    • The conclusions reached in respect of each specific part of the complaint
    • Details of any necessary remedial action
    • Whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint
  • Proper and comprehensive records will be kept of any complaint received, along with any actions taken to improve services as a consequence

If a patient is not satisfied with the result, then the complaint may be referred to:

Private treatment:

The Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road, Croydon

Telephone: 08456 120 540

NHS treatment:

The General Dental Council
37 Wimpole Street London W1G 8DQ
Telephone: 020 7167 6000