Complaints Procedure

The Smile Team takes complaints very seriously indeed and tries to ensure that all our patients are happy with our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible, this procedure is based on these objectives.

Our aim is to deal with complaints in the way in which we would want our complaint about a service to be handled. We learn from the mistakes that we make and we respond to customers’ concerns in a caring and sensitive way.

Overall Responsibility

The person responsible for dealing with any complaint about the service which we provide is Mrs Margaret Read.

Verbal Complaints (Telephone or Face to Face)

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and if possible immediately attempt to remedy the problem. If this is not possible we will offer to refer him or her to Mrs Read immediately. If Mrs Read is not available at the time, then the patient will be told when she will be, arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

Written Complaints

If the patient complains in writing the letter or email will be passed on immediately to Mrs Margaret Read.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

When we have completed our investigation, we will provide the patient with a full written report. the report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

If No Satisfactory Outcome Reached

If a patient is not satisfied with the result of our procedure then a complaint may be made to:

Dental Complaints Service (Private Treatment)

Write to:
Dental Complaints Service,
Stephenson House,
2 Cherry Orchard Road,
Telephone: 020 8253 0800
Opening hours are Monday to Friday 9am to 5pm.

NHS England

Write to:
NHS England,
PO Box 16738,
B97 9PT
Telephone: 0300 311 22 33
Opening hours Monday to Friday 8am to 6pm, excluding English Bank Holidays

Healthwatch Barnet

Healthwatch Barnet, 7th Floor, Barnet House, 1255 High Road, London, N20 0EJ
Telephone: General Office: 020 8364 8400 ext 218/219/212

The General Dental Council

37 Wimpole Street,
Telephone: +44 (0) 20 7167 6000

Parliamentary and Health Service Ombudsman

Millbank Tower,
Telephone: 0345 015 4033
Website: for complaints about NHS treatment.