Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of
care and service and to resolve any complaints as efficiently, effectively and
politely as possible. We take complaints very seriously, we investigate them
in a full and fair way and take great care to protect your confidentiality.
We learn from complaints to improve our care and service. We will never
discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service
please let us know as soon as possible to allow us to address your concerns

If you do not feel you can raise a complaint about your NHS service directly
with us, you can address your complaint directly to NHS England at with ‘For the attention of the complaints team’
in the subject line.

Sharon Partridge is the Complaints Manager and will be your personal
contact to assist you with any complaints. If your verbal complaint is not
resolved to your satisfaction within 24 hours or if you complain in writing,
the Complaints Manager will acknowledge it in writing within 3 working
days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about
the complaint and will arrange for a meeting when the person is next
available. We will keep comprehensive and confidential records of your

which will be stored securely and only be accessible only by those who need
to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints
Manager will keep you informed of the reason for the delay, the progress of
the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its
outcome in writing and invited to a meeting to discuss the results and
any practical solutions that we can offer to you. These solutions could
We regularly analyse patient complaints to learn from them and to improve
our services. That’s why we always welcome your feedback, comments,
suggestions and complaints. If you are dissatisfied with our response to a
complaint you can take it further, please see the contacts below.


  • For private dental treatment you can contact the GDC private dental
    complaints service within 12 months of the treatment or within 12 months
    of becoming aware of the issue by calling 020 8253 0800 or


  • If you are still unhappy about your NHS complaint, you can contact The
    Parliamentary Health Ombudsman by calling 0345 015 4033 or visiting


  • You can also contact The Care Quality Commission (CQC) who regulates
    private and NHS dental care services in England by calling 03000 616161.
    They can take action against a service provider that is not meeting their


  • The General Dental Council is responsible for regulating all dental
    professionals. You can complain using their online form at www.gdc- contact them on or by calling 020 7167