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Complaints Procedure

Stratford Dental Centre Code of practice for handling patient complaints 

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients. 

We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible. 

Making a complaint

If you wish to make a complaint or simply let us know how we could have done better, please contact Sue Davies Customer Relations Manager.

  • By telephone on 01789 292398
  • By email at [email protected] 
  • By letter to Sue Davies, Customer Relations Manager
  • In person

Our Customer Relations Manager usually works at the practice from Tuesday to Thursday between the hours of 8am – 5pm and will endeavour to be available during these times. You may find it more convenient to make an appointment with our Customer Relations Manager to ensure that she can dedicate sufficient time to meet with you.

If you contact the practice to make a complaint and the Customer Relations Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Customer Relations Manager can gather any useful information before contacting you. 

If the matter requires a more immediate response, we will arrange for a senior member of the dental team to respond.

If your complaint is about your dental treatment or the fee charged, our Customer relations manager will liaise with the Clinician concerned and refer back to you with her findings.

We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.

Investigating a complaint

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments by telephone, post, email or face-to-face meeting. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.

We will investigate your complaint within 10 working days and, as far as reasonably practicable, will let you know how our investigation is progressing. If the investigation is going to take longer than this then we will let you know how long we expect it to take.

When we have completed our investigation, we will provide you with an explanation of our findings, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed. 

Records 

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation.  We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.

If you are not satisfied

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.

Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ
Urgent enquiries 020 7167 6000
General enquiries 020 8253 0800

Or visit www.dcs.gdc-uk.org and fill in the web enquiry form.
General Dental Council, 37 Wimpole Street, London, W1G 8DQ
Tel 020 7167 6000 | Email [email protected]

Care Quality Commission, National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

CQC Provider ID – 1-575641317
CQC Location ID – 1-596121785

Tel 03000 616161 | Fax 03000 616171 | Email [email protected]

Date : 8 January 2019
Review date : January 2020
Charlotte Gault, Dental Nurse GDC number 161420
Jo Hedderman, Clinic Manager GDC number 111233
Sue Davies, Customer Relations Manager

Site updated 28 February 2019
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