In this practice, we take complaints very seriously and aim to ensure that all our patients are satisfied with their experience of 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 the following objectives:

• React to complaints in the way we would want our own complaint about a service to be handled
• Learn from every mistake and respond to concerns in a caring and sensitive way

The person responsible for dealing with any complaint about the service we provide is Mrs Judith Sherine Emmanuel, Practice Manager.

If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer them to the Practice Manager immediately. If the Practice Manager is unavailable, the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made accordingly. Staff will take brief details of the complaint and pass them on. If the patient does not wish to wait, arrangements will be made for someone else to deal with it.

If the complaint is made in writing or by email, it will be passed on immediately to the Practice Manager, Mrs Judith Sherine Emmanuel.

If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist concerned, 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 within three working days. We aim to investigate the complaint within ten working days of receipt to provide an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, we will attempt to talk to them on the telephone. If the investigation cannot be completed within ten working days, the patient will be notified with reasons for the delay and an estimated completion date.

We will confirm the decision about the complaint in writing immediately after completing our investigation. 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 patients are not satisfied with the result of our procedure, they may contact:

• The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033, www.ombudsman.org.uk
• The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER. Telephone: 08456 120 540, www.dentalcomplaints.org.uk
• The General Dental Council, 37 Wimpole Street, London, W1N 8DQ. Telephone: 0845 222 4141 — the dentists’ regulatory body for complaints about professional misconduct