We hope that most concerns can be resolved quickly and easily at the time they arise and directly with the person involved. If this is not possible and you wish to make a formal complaint, we encourage you to let us know as soon as possible. Raising concerns promptly helps us investigate and resolve matters effectively.
Ideally, complaints should be made within a few days or weeks of the issue arising. If this is not possible, please provide details of your complaint:
Within 6 months of the incident that caused the problem; or
Within 6 months of becoming aware that you have a problem, provided this is within 12 months of the incident.
How to Make a Complaint
Complaints about treatment should normally be made to the dentist who provided your care. Alternatively, you may request an appointment with the Lead Dentist to discuss your concerns.
The Practice Complaints Procedure will be explained to you, and we will ensure your concerns are handled promptly and fairly. It will help us if you are as clear as possible about the nature of your complaint.
What Happens Next
We will acknowledge your complaint within 2 working days and aim to investigate and respond within 10 working days of receiving it. Where appropriate, we may offer a meeting to discuss the matter in more detail.
In investigating your complaint, we aim to:
Establish what happened and identify what went wrong
Provide you with the opportunity to discuss the issue with those involved, if you wish
Offer an apology where appropriate
Identify steps to prevent the issue from happening again
If You Are Not Satisfied
We hope that you will use our Practice Complaints Procedure so that we can resolve concerns directly. However, this does not affect your right to escalate your complaint if you remain dissatisfied or feel unable to raise the matter with us.
You may contact the Dental Complaints Service:
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Telephone: 020 8253 0800 (Monday – Friday, 9am – 5pm)
Email: complaints@gdc-uk.org
Website: https://dcs.gdc-uk.org
Denplan Patients
If you are registered with Denplan and require advice, you may contact Denplan directly on 0800 169 7220.
