Complaints Procedure
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 Mark Law, our Complaints’ Manager:
By telephone on 07763 590504
By email at upperdenbydentalcare@gmail.com
By letter to Mark Law, 1 Gunthwaite Lane, Upper Denby, HD8 8UL In person.
The Complaints’ Manager usually works at the practice up to 9am and will endeavour to be
available during these times. You may find it more convenient to make an appointment with
Complaints’ Manager to ensure that he can dedicate sufficient time to meet with you.
If you contact the practice to make a complaint and the Complaints’ 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 Complaints’ Manager can gather any useful information before contacting
you. You will be given a copy of the notes made for the Complaints’ Manager.
If the matter requires a more immediate response, we will arrange for a senior member of the
dental team to deal with it.
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist
concerned to contact you, unless you do not want this.
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, letters or e-mail or by face-to-face meetings. 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 or, if the issue is complex, within 6
months. As far as reasonably practicable, will let you know how our investigation is progressing.
When we have completed our investigation, we will provide you with a full written report, 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.
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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.
For complaints about private treatment:
Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).
Date: September 2024