Patient Complaints Policy

Last modified: 19 Oct 2021

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

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon aspossible to allow us to address your concerns promptly. We accept complaints made verbally as well aswritten complaints.

We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing theComplaints Manager will will send an acknowledgement letter within 3 working days and will aim toprovide a full response in writing as soon as practical

Rebecca Morrisis the Complaints Manager and will be your personal contact to assist you with anycomplaints.

You can send your complaints toThe Avenue, Odstock, Salisbury, Wiltshire, SP54JA, call us on01722414285or email the Complaints Manager on

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrangefor a meeting when it is suitable for you and the practice. We will keep comprehensive and confidentialrecords of your complaint, which will be stored securely and only be accessible by those who need toknow about your complaint. If the complaint investigation takes longer than anticipated, the ComplaintsManager will contact you at least every ten working day to keep you informed of the reason for anydelays, 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 willmake our response clear, addressing each of your concerns as best as we can. You will also be invited to ameeting to discuss the results and any practical solutions that we can offer to you. These solutions couldinclude replacing treatment, refunding fees paid, referring you for specialist treatments or othersolutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why wealways welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with ourresponse 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 dentalcomplaints service within 12 months of the treatment or within 12 months of becoming aware of theissue. Please see the contact details below.


GDC private dental complaints service can be contacted by calling 020 8253 0800 or

The General Dental Council is responsible for regulating all dental professionals. You can complain usingtheir online form atwww.gdc-uk.orgcontact them on or by calling 020 71676000.

  • TheCare Quality Commission(CQC) who regulates private and NHS dental care services inEngland by calling 03000 616161. They can take action against a service provider that is notmeeting their standards