Complaints Procedure
We take all complaints seriously. We learn from every complaint and commit to investigate your concerns and always respond to your concerns in a caring and sensitive way.
We aim to resolve complaints as quickly as possible, often at the time they arise, and with the person concerned. In most cases, the best way to resolve your complaint is to discuss your concerns with your Dentist or the Centre Manager on a less formal basis. If this is not resolved for any reason you will be asked to put the complaint in writing as outlined below.
Written complaints must be posted to the practice and addressed to the Centre Manager. We will acknowledge your complaint in writing and enclose a copy of the complaint’s procedure as soon as possible, normally within 3 working days. We will investigate your complaint normally within 15 working days of receipt to give an explanation of the outcome of our investigation. If we are unable to investigate within 15 working days, we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.
In investigating your complaint, we aim to:
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Find out what happened and what went wrong.
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Make it possible for you to discuss the problems with those concerned if you wish to do so.
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Give you an estimated timescale for the investigation to be completed.
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Make sure that you receive notification of the outcome of our investigation of your complaint where appropriate within 6 months, however also keeping you informed throughout.
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Identify what we can do to ensure that it does not happen again, as all complaints are monitored closely as part of our commitment to providing a 5-star customer service.
If you require assistance in making your complaint you can contact the Independent Complaints Advocacy Service (Advonet) on 0113 244 0606 or visit www.advonet.org.uk
Following our investigation and outcome letter if you remain dissatisfied with the outcome, you can refer your complaint to:
Private & Denplan Patients
The Dental Complaints Service
Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ
NHS Patients
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank London SW1P 4QP