top of page

Complaints handling policy

In this practice, we take complaints seriously to ensure that our service meets expectations. All complaints are dealt with courteously and promptly to resolved the matter as quickly as possible.

Our aim is to react to complaints and learn from every mistake that we make. We respond to any concerns in a caring and sensitive way.

  1. The person’s responsible for the dealing with any complaints about the service that we provide is: Lisa Norris, Practice Manager OR Mrs Hannah Breeze, Practice Owner

  2. If we receive a complaint by telephone or in person, we will listen and offer to refer the individual to the listed people immediately. Please note if you are complaining on behalf of somebody else we will need full written contest from the complainant prior to any discussion, unless they are a minor that you are responsible for or they are incapable of consenting and you have a Health and Welfare Power of Attorney.


If the Practice manager or Practice Owner is not available at the time, we will arrange a convenient time for them to contact the individual to discuss the concern. A member of staff will take brief details of the concern(s) and pass it to the Practice Manager/Owner and provide the individual with a copy.


  1. If we receive a complaint in writing or by e-mail, it will be passed immediately to the Practice Manager.

  2. If a complaint is about any aspect of the clinical care or associated charges, it will usually be referred to the dentist concerned, unless the individual does not want this to happen.

  3. We will acknowledge a complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint with the individual and confirm how they would like to kept informed of developments- by telephone, letter, e-mail or by face to face meetings. We will inform the individual about how the complaint will be handled and the likely time that the investigation will take to complete, if the individual does not wish to discuss the complaint further, we will inform them of the excepted timescale for completing the investigation.

  4. We will seek to investigate the complaint within 20 working days and, as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation.

  5. When we have completed our investigation. We will provide the individual with a full written report, which will include an explanation of how we considered the complaint, the outcome in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.

  6. Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed regularly to ensure that we take every opportunity to improve our service.

  7. If an individual making the complaint is not satisfied with the result of our investigation, further :-

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CRO 6BA (08456 120 540).

General Dental Council, 37 Wimpole Street, London, W1M 8DQ

bottom of page