Complaints Policy

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If you have a complaint, it will be handled courteously and promptly so that the matter is resolved as quickly as possible.

Our aim is to react to complaints in a way in which we would wish our own complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

The person responsible for dealing with any complaint about the service which we provide is Selina Waddley. Another member of staff can take brief details of any complaint and pass it on to her. Any letter of complaint should be addressed to Mrs Selina Waddley at the practice address.

We aim to acknowledge each complaint within 3 days either in person, writing or by telephone if possible. We will aim to respond in writing with a decision about the complaint within 40 days of the first communication. If for some reason this is not possible, we will inform you.

Our response will include an explanation of events from the viewpoint of the practice, an apology where appropriate and details of what has been done to prevent a recurrence of the problem within the practice, if necessary.

Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure, then a complaint may be made to:

  • Denplan Complaints Handling and Risk Management Department

Telephone: 0800 169 7220 – for complaints about treatment under Denplan

  • The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ – the dentists’ regulatory body for complaints about professional misconduct (private patients)

Telephone: 020 8253 0800

  • NHS England. P.O.Box 16738, Redditch. B97 9PT

Telephone: 0300 311 22 33 – email: For NHS patients wishing to complain against primary care services provided.

  • If not satisfied, please contact the The Parliamentary and Health Ombudsman (PHSO) Telephone 0345 015 4033 (NHS Patients)

Implemented August 2013 

Revised Dec 2015
Revised April 2017
Revised Dec 2021