Complaints policy

Practice Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept concerns and complaints made verbally as well as written complaints. 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 with ‘For the attention of the complaints team’ in the subject line.

Dr Will Carter is the principal Complaints Manager.

We aim to resolve verbal complaints within 24 hours where possible, if you complain in writing our Complaints Manager will send an acknowledgement letter within 2 working days and will aim to provide a full response in writing within 10 working days.

You can send your complaints to C/O

FAO Complaints manager. Alternatively, you can call us on Phone: 01642 554667
or email the FAO Complaints Manager on Email: reception@queensway.co.uk

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a telephone call when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. For a full contacts list please visit our website.