If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice procedure for dealing with complaints. Our complaints system adheres to national criteria.

How to complain

We hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within six months of the incident that caused the problem
  • Within 6 months of discovering that you have a problem, provided that it is within twelve months of the incident

Complaints should be addressed to Mrs Robinson. Alternatively you may ask for an appointment with Mrs Robinson to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved.

In investigating your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (due to physical or mental illness or are a child under 16 years) of providing this.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Rd
Croydon
CR0 6BA

Tel. 020 8253 0800

E-mail: info@dentalcomplaints.org.uk

You may also like to contact The General Dental Council for more advice

The General Dental Council
37 Wimpole Street
London

W1M 8DQ

Tel. 020 7887 3800

E-mail:  Complaints@gdc-uk.org

For those patients registered with this practice with Denplan can contact Denplan by telephone for advice:

Simplyhealth Professionals

Email: clinicalmediationservice@denplan.co.uk

Tel. 0800 169 7220