This practice takes all complaints seriously and is committed to ensuring that every patient’s concerns are heard. Complaints are handled courteously and promptly, with the aim of reaching a resolution as quickly as possible.

Our approach reflects how we would wish our own complaints to be handled: every case is treated as an opportunity to learn, and each concern is addressed with care and diligence.

1
The Practice Manager is responsible for the management of all complaints. This document constitutes the full complaints procedure; a copy is also available on the practice website.

2
Acknowledgement: all complaints are acknowledged in writing within 5–10 working days of receipt.

3
Investigation: the investigation commences once formal acknowledgement has been issued and may take up to three months, depending on the circumstances and any requests made by the patient. Investigations are conducted thoroughly rather than rushed, in recognition of the seriousness with which every complaint is treated.

4
Clinical complaints: where a complaint relates solely to clinical care, a formal response will be provided by the treating dentist, also within three months.

5
Record requests: where patient records are requested, this may take up to two months while they are collated and transmitted securely via NHS Mail.

6
Outcome: a written outcome will be provided upon completion of the investigation.

7
Further escalation: should you remain dissatisfied with the outcome once the process has concluded, the complaint may be escalated further, depending on whether the treatment received was NHS or private (see below).

Escalating Your Complaint

NHS Treatment

Please contact your local Integrated Care Board (ICB). Details can be found at
nhs.uk.

NHS helpline:
0300 311 22 33

Private Treatment

The Dental Complaints Service

37 Wimpole Street,
London W1G 8DQ

Telephone:
020 8253 0800

Regulator (Conduct Concerns)

The General Dental Council

37 Wimpole Street,
London W1G 8DQ

Telephone:
020 7167 6000

NHS Complaints – Final Step

Parliamentary and Health Service Ombudsman (PHSO), if you remain dissatisfied after your ICB has responded.

Telephone:
0345 015 4033

Website:
ombudsman.org.uk

Where treatment was provided partly under the NHS and partly privately, the NHS element should be directed to your ICB and the private element to the Dental Complaints Service.

Practice Manager
Complaints Email Address


beevitality@outlook.com

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