The person responsible for dealing with any complaint about our service is Miss Natalie Harris, Practice Manager.

• If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer them to the Practice Manager If the Practice Manager is unavailable, the patient will be informed when they can speak with the Practice Manager, and arrangements will be made for this to happen. The staff member will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable time or if the patient does not wish to wait, arrangements will be made for someone else to handle the complaint.
• If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager, Miss Natalie Harris.
• If a complaint concerns any aspect of clinical care or associated charges, it will typically be referred to the dentist involved unless the patient requests otherwise.
• We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
• We aim to investigate the complaint within ten working days of receipt and provide an explanation of the circumstances that led to the complaint. If the patient does not wish to meet in person, we will attempt to contact them by phone. If we cannot complete the investigation within ten working days, we will notify the patient, explain the delay, and provide an estimated time frame for completion.
• We will confirm the decision regarding the complaint in writing immediately after completing our investigation.
• Proper and comprehensive records are kept of any complaint received, as well as any actions taken to improve services as a result of the complaint.