Complaints Procedure
Our Commitment to Patient Care
We aim to provide emergency dental care that meets a high professional standard while ensuring every patient is treated with courtesy, understanding, and respect. Your experience matters to us, and we strive to create a supportive and professional environment at every stage of your care.
If something does not meet your expectations, we encourage you to let us know. Patient feedback and concerns are taken seriously and handled with care so that issues can be reviewed, addressed, and resolved appropriately.
All concerns are managed in line with recognised professional guidelines to ensure the process remains clear, fair, and reassuring for every patient involved.
Regulatory and Professional Responsibilities
Emergency dental services are delivered by dentists who are fully qualified and registered to practise in the United Kingdom. All clinicians follow the professional standards set by the General Dental Council (GDC), which outline the responsibilities dental professionals must uphold when providing patient care.
These principles ensure that patients receive treatment that is safe, ethical, and centred around their wellbeing. Core professional expectations include:
- Always prioritising the wellbeing and safety of patients
- Communicating information in a clear and understandable way
- Gaining appropriate consent before carrying out treatment
- Respecting confidentiality and protecting patient information
- Keeping professional knowledge and clinical skills up to date
- Working with colleagues when necessary to support patient care
- Raising concerns where patient safety may be compromised
- Behaving in a way that maintains public trust in dental professionals
Raising a Concern or Complaint
If you are unhappy with any aspect of your treatment or service experience, we encourage you to contact us as soon as possible. Addressing concerns early helps us review the situation carefully and work towards a prompt resolution.
You can submit a complaint using the contact details listed on this website. When contacting us, please include as much information as possible so we can understand the matter clearly and investigate it thoroughly.
How We Manage Complaints
Every complaint is handled with fairness and attention to detail. Once received, the concern will be reviewed and investigated so that we can provide a clear and transparent response.
Our standard complaint handling process aims to:
- Confirm receipt of your complaint within two working days
- Confirm receipt of your complaint within two working days
If additional time is needed to complete the investigation, we will inform you and explain the reason for the delay so you remain fully updated throughout the process.
Our Approach to Handling Complaints
We aim to deal with any concerns in a fair, open, and efficient way. When a complaint is received, we carefully review the situation and consider the most appropriate response. This may include providing clarification, offering an apology where appropriate, or taking steps to correct the matter.
Feedback from patients is important to us. By reviewing and learning from complaints, we can improve the quality of our services and ensure a better experience for future patients.
If You Are Not Satisfied with the Outcome
If you remain unhappy after we have completed our review and provided our response, you may wish to seek advice from an independent organisation that reviews complaints about dental services. This allows your concern to be assessed by an impartial body.
For private dental treatment, you can contact the Dental Complaints Service.
Dental Complaints Service
Telephone: 020 8253 0800
Website: www.dentalcomplaints.org.uk
Confidentiality
All complaints are handled in strict confidence and in accordance with applicable data protection laws. Any information related to the complaint will only be shared with individuals directly involved in reviewing and resolving the matter.
Your Care Will Not Be Affected
Submitting a complaint will never influence the care you receive. Your access to dental services and the quality of treatment provided will remain unchanged. We welcome open communication and aim to address concerns respectfully, professionally, and without judgement.
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