Complaints policy

At our practice, we take complaints very seriously and are committed to ensuring that all patients have a positive experience with our services. When concerns are raised, we aim to handle them promptly, courteously and efficiently. Our goal is to resolve issues fairly, respectfully and with transparency — and to use every piece of feedback as an opportunity to learn and improve.

How we handle complaints

The Practice Manager is responsible for managing and responding to all complaints.

• If a complaint is made in person or over the phone, our team will listen carefully, take detailed notes and ensure the matter is recorded and passed to the responsible person. You may be asked to confirm your complaint in writing if necessary.
• If a complaint is submitted in writing (by letter or email), it will be forwarded directly to the Practice Manager.
• Complaints relating to clinical care or treatment costs are usually referred to the treating dentist, unless the patient prefers otherwise.

Our complaints process

• We will acknowledge your complaint in writing within 2 working days.
• We aim to investigate and respond within 10 working days of receiving your complaint.
• If more time is needed, we will inform you of the reason for the delay and provide an estimated timeframe.
• Once the investigation is complete, we will send you a full written response, which will include an explanation of how your complaint was considered, the conclusions reached for each aspect of your concern, details of any action taken or proposed, and confirmation of any improvements made as a result.
• We maintain clear and comprehensive records of all complaints received.

To raise a concern, please speak to our Practice Manager on 01778 422785 or email reception@northstreetdental.co.uk.

If you are not satisfied

If you are unhappy with the outcome of our internal process, you can contact the following organisations:

• Dental Complaints Service — for complaints relating to private dental treatment.
  Telephone: 08456 120 540
• General Dental Council — for concerns about professional conduct.
  37 Wimpole Street, London, W1M 8DQ
  Telephone: 0845 222 4141
• Care Quality Commission (CQC)
  Telephone: 03000 616 171