FAQs about dental services

Please note that since April 2016 patients are no longer required to be registered with a particular doctor. They can see any dentist they prefer and the dentist or the clinic can maintain a record of their regular patients and their ongoing treatments.

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for handling complaints but the practice part of it is also available if you received your treatment privately. Our complaints system meets national criteria.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know by writing or letter to us as soon as possible - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint:

Complaints should be addressed to Mrs. Karen Miles (whom we have nominated to handle complaints) or to any of the dentists. Alternatively, you may ask for an appointment with Karen in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

We shall acknowledge your written complaint within two working days and aim to have looked into it within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your written complaint we shall aim to:

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. We can provide a note for the person concerned to sign giving permission, unless they are incapable (because of illness) of signing.

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the following if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.