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Complaints Policy

Why we have this policy

We want to ensure that all our patients are pleased and satisfied with their experience of our service, therefore, we take complaints very seriously.  If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.  



This service 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. The complaints system is communicated via the service platforms (such as website), and is also available from members of staff. All patients will be listened to and responded to without fear of discrimination.

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. 

If you feel you lack confidence or require help, staff members can offer support. Your complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to the service to avoid future complaints and improve the quality of care we deliver. 


Our service complaints procedures

The complaint procedures described below are monitored and reviewed regularly, the named contact who is accountable for doing this is Joanne Crossman.

If a patient complains on the telephone or in person, we will listen to their/your complaint and offer to refer them/you to Joanne Crossman immediately/ASAP.  

If this named person is not available at the time, then you will be told when you will be able to talk to the them and arrangements will be made for this to happen.  The member of staff will take brief details of the complaint and pass them on in a timely manner (within 24 hours or by the next business day if a complaint is made at the weekend).


  1. If your complaint is in writing the letter will be passed on immediately to Joanne Crossman.

  2. Complaints about clinical care or associated charges will be referred to the respective clinician concerned unless the patient does not want this to happen, in which case, other arrangements will be made. 

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

  4. We will seek to investigate the complaint within ten working days of receipt to discuss/understand the circumstances which led to the complaint.  If you do not wish to meet us, then we will attempt to talk to you on the telephone.  If we are unable to investigate the complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.

  5. We will confirm the outcome of the complaint in writing immediately after completing our investigation.

  6. We will complete proper and comprehensive records of any complaint received in a complaint’s tracker along with the outcome and any measures taken to prevent recurrence. 


If you are not satisfied with the result of our procedure, or if you do not wish to contact the service directly, then a complaint may be made to:  


The Dental Complaints Service 

37 Wimpole Street

London W1G 8GT

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