We welcome all feedback about your experience at our practice – whether it is to highlight something positive or to let us know about something we could do better.
Your comments help us understand what we are doing well and where we can improve. We actively use feedback to review our services, support our team, and improve the care we provide to our patients.
If you would like to share feedback, you can do so at any time using our online feedback form. This form can be used to share general feedback, suggestions, compliments, and concerns.
Raising a concern
If you have a concern, please speak to a member of our team or ask to speak with your dentist, our receptionist or our complaints manager: David Burton.
Raising a concern or complaint will not affect your future care at the practice.
We will do our best to address the matter promptly and fairly. Many issues can be resolved quickly and easily.
Making a formal complaint
If you would like to make a formal complaint, please contact us using our contact form or alternatively by email, letter, or telephone.
Complaints should be made as soon as possible after the issue arises, so that we can investigate effectively.
Support and accessibility
- Complaints can be made by a patient or on their behalf
- We are happy to provide support to anyone who needs help making a complaint
- We will not discriminate against, or treat any patient unfairly, for raising a concern or complaint
What happens next
- We will acknowledge your complaint, usually within 3 working days
- We will carry out a full investigation
- You will receive a written response, usually within 10 working days
- If more time is needed, we will keep you informed
All complaints are handled confidentially and in line with our complaints policy.
If you are not satisfied with our response
If you are not satisfied with our response, you may contact the independent complaints service:
Dental Complaints Service
Telephone: 020 8253 0800
Website: dentalcomplaints.org.uk
The Dental Complaints Service provides free, impartial help to resolve complaints about private dental care.
You can find out more about the appropriate place to make your complaint at Dental Choices.
Regulatory bodies
The Care Quality Commission regulates dental services in England. Your feedback helps them monitor and improve services.
The General Dental Council regulates dental professionals. They cannot resolve individual complaints, but investigate serious concerns about about dental professionals when patients may be at risk of harm.
Our complaints policy
A full copy of our written complaints policy is available on request.