At our practice, we are committed to providing high-quality care and service. We value all feedback from patients and take complaints seriously. Our goal is to handle any concerns courteously, efficiently, and as quickly as possible.
Complaints Lead
The person responsible for managing complaints in our practice is:
Wiktoria Mirga
How to Make a Complaint
We aim to resolve most issues easily and informally at the time they arise. However, if you are not satisfied and wish to make a formal complaint, you may do so:
- Verbally – Speak to a member of our team. They will direct you to our complaints lead or take your details if the complaints lead is unavailable.
- In Writing – Send your complaint by letter or email.
What Happens Next
- Your complaint will be acknowledged within three working days.
- If necessary, we will contact you to discuss your concerns in more detail.
- Complaints involving clinical care may be referred to the treating dentist unless you request otherwise.
- We aim to respond in full within 10 working days. If more time is needed, we will keep you informed.
- Once a decision is made, we will respond via your preferred method of contact.
Verbal Complaints
- If your complaint is made in person or over the phone:
- We will listen carefully and offer to refer you to the complaints lead.
- If unavailable, a team member will take a brief summary and your contact details to pass on.
Written Complaints
For complaints made by email or letter:
- These are passed directly to the complaints lead for review.
- You will receive written acknowledgment within three working days.
Sharing Information
In complex or clinical cases, we may need to consult with our insurers, indemnifiers, or legal advisors. We may need to share relevant information for this purpose.
Complaints on Behalf of Someone Else
We follow strict rules on confidentiality. If you are complaining on someone else’s behalf, we will need their written permission unless they are unable to provide it due to illness or incapacity.
Time Limits
Complaints should be made within 12 months of the incident or of you becoming aware of the issue.
Unresolved Complaints & External Contacts
If you are not satisfied with the outcome, you may contact an external body:
Care Quality Commission (CQC)
The CQC does not handle individual complaints but welcomes feedback about care providers.
Parliamentary and Health Service Ombudsman
Handles unresolved complaints regarding NHS care.
Private Dental Patients
For private dental care complaints, contact the Dental Complaints Service.