Complaints Procedure

Corn Market Dental practice policy for handling patient complaints

In our dental practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. If however, you have a complaint, we will endeavor to deal with the matter promptly so that it can be resolved as quickly as possible.  We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

    1. The person responsible for dealing with any complaint about the service we provide is Mrs Elaine Patterson, our practice manager.


    1. If you wish to make a complaint over the telephone or at the reception desk, we will listen to you, get an understanding of what the problem is and offer to refer you to Elaine immediately if we cannot help.


    1. If Elaine is not available at the time, then you will be informed of when you will be able to talk to Elaine, and arrangements will be made for this to happen.


    1. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if you do not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.


    1. If you wish to make a complaint in writing, the letter will be passed on immediately to: Mrs Elaine Patterson or Mr Graham Browning.


    1. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless you do not want this to happen.


    1. We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within five working days.


    1. We will seek to investigate the complaint within ten working days of the complaint being received, to give an explanation of the circumstances which led to the complaint.


    1. If you do not wish to meet with us, we will be more than happy to talk to you on the telephone.


    1. If we are unable to investigate the complaint within ten working days we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.


    1. We will confirm the decision about the complaint in writing to you immediately after completing our investigation.
      Proper and comprehensive reports are kept of any complaint received.


    1. If you are not satisfied with the result of our procedure then a complaint may be made to:


The Dental Complaints Service (for complaints about private treatment)
(08456 120 540)

The General Dental Council (the dentists’ registration body)
37 Wimpole Street, London, W1M 8DQ
Telephone: 0845 222 4141