Practice Complaints Procedure

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We welcome complaints and have a record of resolving complaints to such a level that patients who have complained are more likely to use our service again than had the complaint not happened in the first place. This is because our willingness and ability to put things right results in an increased level of trust.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers' concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Andrew Hopkins our Complaints Manager. You may contact us by telephone, email or letter.
  2. If patients are not satisfied with the result of our procedure then a complaint may be made to:
  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists' regulatory body for complaints about professional misconduct
  • Bromley PCT, Bassetts House, Broadwater Gardens, Orpington, Kent BR6 7UA. Tel: 01689880713, 07768504190
  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment. The NHS Constitution at www.nhs.uk/NHSConstitution explains your rights.