We welcome all feedback, both positive and negative, regarding all feedback as an opportunity to learn and improve the services we provide in the future.
1. How to Submit a Complaint
You can make a complaint directly to your dentist or any member of the practice team, either verbally or in writing.
Further assistance and advice can be found at:
NHS England (for complaints concerning NHS dental care)
PO Box 16738
Redditch
B97 9PT
email: england.contactus@nhs.net
Or
Dental Complaints Service (for complaints relating to private dental care)
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
email to: info@dentalcomplaints.org.uk
2. How Will My Complaint Be Handled?
Verbal
A verbal complaint will be immediately logged by the member of the team you talk to, and we will try and resolve your concerns at the time. If appropriate, the Practice Manager will discuss your complaint with you to try and resolve the situation. As all of our dentists operate as independent practitioners, any complaint concerning clinical care will be immediately passed to your treating clinician, who will be available to discuss and resolve your concerns.
Written
You can make a complaint in writing for attention of the our complaints handler or the dentist, and it will be handled as outlined below.
- An acknowledgement letter of your complaint will be sent to you within 3 working days.
- Your complaint will be passed to our complaints handler.
- If your complaint is about clinical care, we will pass this onto the dentist in question, so that they can respond to the complaint and work on a resolution.
- A full response will be provided to you within 15 working days.
If we think there will be a delay in providing a full response, we’ll let you know, and we’ll keep you updated every 10 working days of the progress of your complaint.
If you’re not happy with how your complaint has been handled, then please get in touch with our assigned complaints handler, who can be contacted at info@smiledentgreenlanes.com
4. What If I’m Not Satisfied With The Outcome?
If you are not satisfied with the outcome of your complaint, you can escalate this to following independent bodies:
For NHS Dental Care:
NHS England
PO Box 16738
Redditch
B97 9PT
email: england.contactus@nhs.net
Or for Private Dental Care:
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
email: info@dentalcomplaints.org.uk
N.B:
A complaint needs to be raised with the Dental Complaints Service within 12 months of the issue either taking place, or becoming known to yourself.
If you still remain dissatisfied with the resolution of your complaint, then the Parliamentary Health and Service Ombudsman can be contacted at:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
