All feedback is important to us, both good and bad.
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes were made and how we can improve. Our aim is to learn from all feedback we receive and to deal with complaints courteously, promptly, and with the goal of resolving the matter as quickly as possible.
Please contact Mark and/or Edward Coppen, our Complaints Managers:
The Complaints Managers are usually available Monday, Tuesday, Wednesday, Thursday, and occasional hours on Friday. You may find it more convenient to make an appointment, so that the Complaints Manager can set aside enough time to meet with you. If a Complaints Manager is not available when you contact us, we will take brief details of your complaint so they can gather any useful information beforehand, arrange a convenient time for them to contact you, and give you a copy of the notes made. If the matter needs a more immediate response, a senior member of the dental team will deal with it.
Please note that our associates and hygienists are self-employed, independent clinicians with their own professional indemnity. Where a complaint relates to their clinical care or fees, they will need to be involved in the complaints process and will usually contact you directly.
We acknowledge all complaints in writing, normally within 3 working days, enclosing a copy of this code of practice and our Complaints Handling Policy.
We will offer to discuss the complaint with you and ask how you would like to be kept informed — by telephone, letter, email, or face-to-face meetings. We will let you know how we will handle your complaint and the likely timescale.
We investigate complaints promptly — within 10 working days — or within 6 months for complex matters. We will provide you with a full written report on completion, which will explain how we considered your complaint, the conclusions we reached on each part of your complaint, any remedial action taken, and whether further action is needed.
We keep comprehensive records of all complaints and the actions taken and review these regularly to ensure we learn from our mistakes and take every opportunity to improve our service.
If you are not satisfied with the outcome of our investigation, you can take the matter to a relevant external organisation.
Private dental care complaints:
NHS dental care complaints :
If you remain dissatisfied after the NHS complaints process, you can ask the Parliamentary and Health Service Ombudsman to review your case:
Complaints about how we have handled your personal data can be made to the Information Commissioner’s Office:
