Skip to main content

Complaints Procedure

1. Our Commitment

We aim to provide high-quality care. If something goes wrong or you are unhappy with the service you received, we want to know so we can resolve the issue and improve.

2. How to Make a Complaint

A. Speak to Us Directly

You can raise a concern verbally with any member of staff or ask to speak to the Practice Manager or Lead Dentist. We will try to resolve the matter immediately whenever possible.

B. Make a Written Complaint

If you prefer to write, you can send your complaint by:

Please include:

  • Your name and contact details
  • The date of the incident
  • Details of what happened
  • What outcome you are seeking

3. What Happens Next

A. Acknowledgement

We will acknowledge your complaint within 3 working days and confirm who will be handling it.

B. Investigation

We will investigate the matter fully, which may include reviewing your records, speaking with staff, and reviewing policies.

C. Response

We aim to provide a full written response within 10–20 working days. If it takes longer, we will keep you updated.

4. If You Are Not Satisfied

We use feedback to improve our services, training, and patient care.

Because we want to ensure that all our patients are pleased with their experience of our service, we take complaints very seriously. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives.

If you are unhappy with any of our services please contact us.

If you are not satisfied with the result of our procedure, or if you do not wish to contact us directly, then a complaint may be made to:

For dental services
The Dental Complaints Service
37 Wimpole Street
London W1G 8GT

For all services (including dental)
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil CF48 1UZ

https://www.gmc-uk.org/concerns

5. Confidentiality

All complaints are handled sensitively in line with data protection laws.

Gift cards available

Surprise somebody special with a thoughtful giftcard, so that they can enjoy one of our treatments.