Complaints Policy

Complaints Handling Policy and Procedure


This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable, which is clearly documented.

Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.

Where they lack confidence or require help, they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and, following investigation, lessons learned can lead to practices being amended to avoid future complaints.

Our Practice Complaints Procedures

These clear complaint procedures are monitored and reviewed; the named contact who is accountable for doing this is Chantelle Watson, Practice Manager.

If a patient complains on the telephone, or at the reception desk, we will listen to their complaint and offer to refer them to Chantelle Watson immediately. 

If this named person is not available at the time, then the patient will be advised when they will become available. The member of staff will take brief details of the complaint and pass them on to the practice manager. If the practice manager is not available within three working days, either Clare or Andre Bergh (practice owners) will deal with the complaint in the first instance.

If the patient complains in writing the letter will be passed on immediately to Chantelle Watson, Practice Manager.

Complaints about clinical care or associated charges will be referred to the clinician concerned unless the patient does not want this to happen.

A written acknowledgment of a complaint with an accompanying copy of our complaints policy will be sent as soon as possible, normally within three working days by the Practice Manager.

We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. The patient will be invited to the practice to discuss the matter. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

  1. We will confirm the outcome of the complaint in writing immediately after completing our investigation.
  2. We will complete proper and comprehensive records of any complaint received in a complaints tracker along with the outcome and any measures taken to prevent recurrences. 

If a patient is not satisfied with the result of our procedure, or if they do not wish to contact the practice directly, then a complaint may be made to: 

  • The Dental Complaints Service, 37 Wimpole Street, London W1M 8DQ (Telephone: 0845 222 4141)
  • The Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE14PA

Policy Reviewed November 2022
Policy Next Review Due October 2023