Complaints Procedure

At Dove Holistic Dental Centre we always strive to ensure that all our patients are happy with their experience of our service.

If however you feel we have fallen short in any way, then we would invite you to make a complaint so that we can learn from any mistake we may have caused. We aim to deal with complaints courteously and promptly so that the matter is resolved as quickly as possible.

How to Complain

We hope that most problems can be sorted out quickly and quickly, at the time they arise and with the person concerned. If your problem could not be addressed in this manner and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. 

If it is not possible to do that, please let us have details of your complaint:

  • Within six months of the incident that caused the problem; or

  • Within six months of discovering that you have a problem, provided this is within twelve months of the event.

Complaints about any treatment you received should be made to the dentist who saw you. Alternatively, you may ask for an appointment with the practice manager to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

What We Will Do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to give you an explanation or offer a meeting with those involved. If we are unable to investigate the complaint within ten working days, we will notify you, giving reasons for the delay and a reasonable period within which the investigation will be completed.

In investigating your complaint, we shall aim to:

  • Find out what happened and what went wrong

  • Enable you to discuss the problem with those concerned, but at your discretion

  • If you do not wish to meet us, then we will attempt to liaise with you over the telephone.

  • Ensure you receive an apology, where this is appropriate

  • Identify what we can do to make sure the problem does not happen again

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality.

If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed unless that is incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If, however, you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation you can also contact the Dental Complaints Service.

Dental Complaints Service,
The Lansdowne Building,
2 Lansdowne Road,
Croyden, CR9 2ER

Tel: 08456 120 540

For more advice, you may also contact The General Dental Council

The General Dental Council,
37 Wimpole Street,
London, W1M 8DQ

Tel: 020 7887 3800