Complaints Procedure
Commitment to Patients
We are committed to providing a high standard of emergency dental care and to treating all patients fairly, respectfully, and professionally. We recognise that concerns may arise and welcome the opportunity to address them promptly and constructively.
All complaints are taken seriously and handled in line with professional standards.
Professional and Regulatory Standards
Emergency dental care is delivered by appropriately qualified and UK registered dentists who work in accordance with the standards set by the General Dental Council. These standards require dental professionals to:
- Put patients’ interests first
- Communicate clearly and effectively
- Obtain valid consent
- Maintain confidentiality and protect patient information
- Maintain and develop professional skills
- Work collaboratively in patients’ best interests
- Raise concerns where patient safety may be at risk
- Act in a way that maintains public confidence in the profession
How to Raise a Concern or Complaint
If you have a concern about any aspect of your care or experience, we encourage you to raise it as soon as possible so it can be addressed quickly.
Complaints can be made by contacting us using the contact details provided on this website. Please include as much information as possible to help us understand the issue.
How Complaints Are Handled
All complaints are acknowledged promptly and investigated thoroughly. We aim to:
- Acknowledge complaints within two working days
- Provide a full response within ten working days
If we are unable to meet these timescales, we will keep you informed and explain the reason for any delay.
Our Approach to Resolving Complaints
We aim to resolve concerns fairly and transparently. Where appropriate, we may offer explanations, apologies, or corrective actions. Complaints are used as an opportunity to improve our service and patient experience.
If you are not satisfied with the outcome
If you are unhappy with the outcome of your complaint after it has been reviewed, you may contact the appropriate external organisation for further guidance.
For private dental care, you can contact the Dental Complaints Service.
Dental Complaints Service
Telephone: 08456 120 540
Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk
Confidentiality
All complaints are handled confidentially and in line with data protection requirements. Information is shared only with those involved in investigating and resolving the concern.
Your care will not be affected
Raising a concern or complaint will not affect your access to care or the way you are treated. We encourage open communication and aim to resolve issues respectfully.
Emergency dental care is provided by appropriately qualified and UK registered dentists. All care is delivered in accordance with UK professional standards and patient safety guidance.