Introduction
This practice is committed to providing high-quality dental care and excellent patient service. However, we recognise that sometimes patients may feel dissatisfied and wish to raise a concern or make a formal complaint.
We take all complaints seriously and use them as opportunities to learn, improve our service, and prevent future problems. This complaints policy is designed to ensure all concerns are handled promptly, fairly, efficiently and in line with national NHS and CQC requirements.
How to Make a Complaint
If you have a concern about any aspect of the care or service you have received, please tell us as soon as possible, ideally at the time the issue occurs so we can try to resolve it immediately.
If you wish to make a formal complaint, please contact:
Dr Avinash Sachdev – Practice Manager
Complaints may be made:
- verbally
- in writing
- by email
- via a representative (with consent)
We ask that complaints are made within 12 months of the issue occurring or becoming known.
What We Will Do
Acknowledgement
We will acknowledge your complaint within 3 working days, confirming the next steps.
Investigation
We will investigate your complaint thoroughly and objectively. Our aim is to provide a full response within 14 working days. If this is not possible — for example, due to staff absence or clinical complexity — we will let you know and keep you updated.
Our Response
When our investigation is complete, we will provide:
- A clear explanation of what happened
- A meeting with those involved (if requested)
- An apology, where appropriate
- Information on what we have done to put things right
- Details of learning or service improvements made as a result
Confidentiality
All complaints are handled in line with strict clinical confidentiality rules. Information is shared only with those who need it to investigate and respond.
If a complaint or claim is made, information about the patient and their treatment may be shared with our insurers, indemnity providers or legal advisers, only when necessary and lawful.
Complaints Made on Behalf of Another Person
Due to confidentiality, we require written consent from the patient if a complaint is made on their behalf. Consent is not required only when the patient:
- lacks the capacity to consent, or
- is a child and the complaint is made by someone with parental responsibility
If You Are Not Satisfied With Our Response
We hope to resolve your complaint locally. However, if you remain dissatisfied, you may escalate it as follows:
For NHS Patients
Option 1 – Complain directly to NHS England
Instead of complaining to the practice, NHS patients may contact NHS England:
NHS England – Customer Contact Centre
Email: england.contactus@nhs.net
Phone: 0300 311 2233
Post: NHS England, PO Box 16738, Redditch, B97 9PT
(Available Monday–Friday, excluding bank holidays.)
Option 2 – Parliamentary & Health Service Ombudsman (PHSO)
If you are unhappy with our final response or NHS England’s response:
Parliamentary & Health Service Ombudsman
Phone: 0345 015 4033
Website: www.ombudsman.org.uk
Address: Millbank Tower, Millbank, London, SW1P 4QP
The Ombudsman is the final stage for NHS complaint reviews and is free and independent.
Financial Ombudsman
If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter.
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Helpline: 0800 023 4567
For Private Dental Complaints
If your complaint relates to private dental treatment, and you remain unhappy after local resolution, you may contact:
The General Dental Council (GDC)
37 Wimpole Street, London, W1G 8DQ
Phone: 0207 167 6000
Email: information@gdc-uk.org
Website: www.gdc-uk.org
Please contact the GDC within 12 months of the issue arising or becoming known.
Care Quality Commission (CQC)
The CQC does not resolve individual complaints, but you may contact them if you want to share information about your experience or raise concerns about how the service is being run.
Care Quality Commission (CQC)
Phone: 0300 061 6161
Website: www.cqc.org.uk
Learning from Complaints
We review all complaints to:
- identify trends
- share learning with the team
- make improvements in service and patient care
- support staff with training or changes to processes
Complaints are discussed at practice meetings (with confidentiality maintained).
This policy is reviewed annually or earlier if:
- legislation changes
- NHS complaints guidance is updated
- CQC requirements change
- significant incidents highlight a need for revision
Last reviewed: 24.04.2026
