Complaints policy

We are committed to providing a quality service to all our patients. To do this we need to constantly look for ways of improving how we work. You are in the best position to judge how we are doing and we certainly need you to tell us when we get it wrong.

We strive not to give cause for complaints, but each one received is recorded and acted upon. Quite often we can resolve a complaint immediately. If not we will investigate your complaint fairly and fully and deal with it quickly and confidentially.

We are also pleased to receive letters of praise for our staff, and for the service we provide.

You can make a compliment or a complaint by completing the form attached, pass it to a member of staff or send it to us at the postal address given.

What happens when I complain?

Upon receipt of your complaint we will send you a letter confirming that we have received and recorded your communication.

A senior staff member will investigate your complaint and will aim to dispatch a full response to you within 20 working days of receipt of your communication.

Sometimes more complex complaints take longer than 20 working days to investigate. If so, we will write to let you know of the delay and when we expect to complete the investigation.

If your complaint is upheld, we will apologise and let you know what we are doing to put it right. If we feel that your complaint is not justified, we will explain why.

I am still not satisfied with the response

If you are not satisfied with the response you have received, you can ask for further reviews to take place.

We will acknowledge your request within two working days of receipt of the request. A review will be conducted and again we will aim to send you a reply within 20 working days.

I wish to take my complaint further

We hope to resolve most complaints before this stage, however if you feel that we have not dealt fairly with your complaint, or feel we have not investigated your concerns properly, you may request a further review which will be undertaken by the principal.

We will again acknowledge your request on receipt and seek to provide you with a response within 20 working days. The principal Orthodontist will write to you with the outcome of the review.

If a complaint cannot be resolved at a local level

Unfortunately sometimes a complaint does not reach a satisfactory conclusion at a local level. If you feel that this is the case then you will need to contact the performance manager.

• The Dental Complaints Service (08456 120 540) for complaints about private treatment
• The Genral Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
• The Healthcare Comission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG (www.healthcarecommission.org.uk