If you are pleased with the way we have done something, please let us know.
You may also wish to make a comment about the services we offer, or recent treatment.
We are always looking to improve our service to you, and we will do our best to make changes to suit.
Our aim is to resolve complaints as quickly as possible. The majority of complaints are due to miscommunication.
Writing down your concerns can be more beneficial and in turn, we can investigate and respond to these in a logical manner.
Write to us and a qualified member of the team will respond to you within 48 hours.
Updated November 2021- Dr. T Ahmed
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 complaints procedure for dealing with complaints. Our complaints system meets national criteria.
How to complain
We require details of your complaint within 12 months of the incident that caused the problem.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out by speaking with a senior receptionist or a staff member, then you can :
Make a written complaint. Please explain what has happened in chronological order and give dates and evidence wherever possible. Please make sure your correspondence is addressed to the staff member with who you had the treatment/complaint. Written complaints should be sent to The Complaints Manager; by emailing firstname.lastname@example.org
You may ask for a phone call appointment to speak with the manager.
TIMELINES _ Should a patient make a complaint or claim, we may need to provide information about the patient, and the treatment they have received, to insurers, indemnifiers, or legal advisers. We aim to acknowledge receipt of the complaint within 3 working days and the first response to you within 10 working days.
When we investigate 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 doesn’t happen again and correct what has happened.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and mental illness) of providing this.
If a resolution is not met – then for an external resolution, you may escalate your complaint to
The Private Dental Complaints Service ( The will provide a free and impartial service to mediate between the patient and the dentist/ hygienist. )
They will provide you with an external invigilator that will represent you for free:
You can make contact with them by calling: The private patients Dental Complaints Service DCS -
Monday 9:00 AM - 5:00 PM
Tuesday 9:00 AM - 5:00 PM
Wednesday 9:00 AM - 5:00 PM
Thursday 9:00 AM - 5:00 PM
Friday 9:00 AM - 5:00 PM
Saturday 9:00 AM - 2:00 PM