Complaint Management Policy

The well-being of our patients is our top priority. Our objective is to ensure that the clinical team consistently delivers a high standard of professional dental service using the practice facilities.

We are dedicated to following a “Best Practice” clinical model, emphasising responsiveness to the needs and concerns of our patients.

We treat all complaints seriously and aim to address and learn from them promptly, aligning with our commitment to ongoing service improvement. Simple issues may be resolved by discussing them with a team member or your oral healthcare clinician. For concerns requiring written communication, please share your contact details, the nature of your complaint, and any supporting documents.

In return, we will:

  1. Acknowledge your complaint in writing at the earliest opportunity.
  2. Request any additional information needed to expedite the resolution process.
  3. Conduct a thorough investigation, considering both the practice and clinician.
  4. Respond to you in writing within 10 working days (or provide an explanation for any delays).
  5. Maintain detailed records of each complaint.

Our goal is to address all your concerns satisfactorily. If, for any reason, we or your registered oral health care professional are unable to resolve your complaint to your satisfaction, we will provide information about alternative pathways for complaints resolution.