Complaints Policy

If you have a complaint or concern about the service you have received from us, please let us know

We operate a practice complaints procedure which adheres to national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint:

• within 6 months of the incident that caused the problem; or
• within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Matthew Calder in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In investigating your complaint, we shall aim to:

• find out what happened and what went wrong
• enable you to discuss the problem with those concerned, if you would like this;
• ensure you receive an apology, where this is appropriate;
• identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

If you wish for further advice, you should contact:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Rd
Croydon
CR0 6BA
E-mail: info@dentalcomplaints.org.uk
Tel: 020 8253 0800

Health Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
E-mail: hiw@wales.gsi.gov.uk
Tel: 0300 062 8163

You may also like to contact the General Dental Council for more advice:

General Dental Council
37 Wimpole Street
London
W1M 8DQ
E-mail: Complaints@gdc-uk.org
Tel: 020 7887 3800

Patients with a Denplan payment plan, can contact the Clinical Mediation and Risk Management team for advice at:

Simplyhealth Professionals
Email: clinicalmediationservice@denplan.co.uk
Tel: 0800 169 7220