Complaints Procedure

We always aim to meet your expectations of our care and service but if you are dissatisfied, we will take any complaints very seriously, investigate them fully and fairly, and take great care to protect your confidentiality.

If you are not entirely happy with any aspect of our care or service please let us know as soon as possible so we can address your concerns promptly.

Yvonne Creedon is the Complaints Manager and your contact for any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge this in writing within 3 working days.

If the Complaints Manager is unavailable, we will take brief details and arrange for a meeting when they are available. We will keep comprehensive and confidential records of your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date of completion.

When the investigation has been completed, you will be informed of its outcome in writing, offered any practical solutions and invited to discuss the results.

We learn from complaints to improve our care and service and will never discriminate against patients who have made a complaint.

If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net.

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England), Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 or visit www.ombudsman.org.uk.

For private dental treatment, you can contact The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA. Telephone: 020 8253 0800 or visit www.dentalcomplaints.org.uk.

The dentists’ regulatory body for complaints about professional misconduct is The General Dental Council, 37 Wimpole Street, London, W1N 8DQ. Telephone: 0845 222 4141.