COMPLAINTS POLICY AND PROCEDURE

Purpose

Our practice is committed to providing high-quality NHS and private dental care. We recognise that patients have the right to raise concerns, comments, compliments, or complaints about any aspect of the service they receive.

We aim to ensure that all complaints are handled promptly, openly, fairly, and respectfully. We view complaints as an opportunity to learn, improve our services, and enhance the patient experience.

Making a complaint will not adversely affect a patient’s ongoing or future treatment.

Complaints Lead

The person responsible for managing complaints and ensuring compliance with this procedure is:

Saima Bashir
Complaints Manager

Telephone: 01865 745492
Email: info@cowleydentalpractice.co.uk

Our Commitment

We will:

• Treat all complainants with dignity, respect and courtesy.
• Ensure complaints are investigated fairly and without discrimination.
• Respond openly and honestly.
• Keep complaints confidential and handle information in accordance with UK GDPR and Data Protection legislation.
• Learn from complaints and use feedback to improve our services.
• Ensure patients are not disadvantaged because they have made a complaint

How to Make a Complaint

A complaint can be made by:

• Telephone: 01865 745492
• In person at reception
• In writing
• By email: info@cowleydentalpractice.co.uk
• Through a representative acting on behalf of a patient (with appropriate consent where required)

Patients who require assistance in making a complaint due to language barriers, disability, learning difficulties, or other circumstances will be offered appropriate support.

Receiving Complaints

Verbal Complaints

Where possible, concerns raised verbally will be resolved immediately.

If the complaint cannot be resolved at the time:

• Details will be recorded.
• The complaint will be referred to Sharon Wilson.
• The patient will be informed of the next steps.
• If Sharon Wilson is unavailable, arrangements will be made for contact at the earliest opportunity.

All verbal complaints requiring investigation will be documented and managed under this complaints procedure.

Written and Email Complaints

Upon receipt of a written complaint:

The complaint will be forwarded immediately to Sharon Wilson.

The complaint will be logged in the Complaints Register.

A written acknowledgement will be sent within three working days.

The acknowledgement will include:

• Confirmation that the complaint has been received.
• The name of the person handling the complaint.
• An outline of the investigation process.
• An estimated timescale for response.

Investigation Process

We aim to investigate and respond to complaints as quickly as possible.

• Most complaints will receive a full written response within 10 working days.
• Complex complaints may require additional time.
• If a delay is anticipated, the complainant will be informed of:
  
  • The reason for the delay.
  • Progress made to date.
  • A revised response timeframe.

The investigation may include:

• Reviewing clinical records.
• Interviewing staff involved.
• Reviewing policies, procedures and relevant documentation.
• Seeking clinical advice where appropriate.

Complaint Response

Following completion of the investigation, the complainant will receive a written response including:

• A summary of the complaint.
• Details of the investigation undertaken.
• Findings and conclusions.
• An apology where appropriate.
• Any actions taken or planned to prevent recurrence.
• Information on further escalation if the complainant remains dissatisfied.

Clinical Complaints

Complaints relating to clinical treatment will normally be investigated by the treating clinician and reviewed by the Practice Complaints Manager and/or Principal Dentist.

Where appropriate, independent clinical advice may be sought.

Consent and Third-Party Complaints

Where a complaint is made by someone other than the patient, we may require written consent before confidential information can be disclosed.

Exceptions may apply where:

• The patient lacks capacity.
• The complainant has legal authority to act on the patient’s behalf.
• Disclosure is otherwise permitted by law.

Confidentiality

All complaints will be handled confidentially and separately from clinical records where appropriate.

Complaint records will be:

• Stored securely.
• Accessible only to authorised personnel.
• Retained in accordance with legal and regulatory requirements.

Learning and Continuous Improvement

Complaints are reviewed regularly to identify:

• Trends and recurring themes.
• Opportunities for service improvement.
• Staff training needs.
• Patient safety concerns.

Actions arising from complaints are monitored to ensure improvements are implemented effectively.

If You Remain Dissatisfied

If you are unhappy with the outcome of our investigation, or you do not wish to complain directly to the practice, you may contact the appropriate organisation below.

NHS Dental Complaints

Parliamentary and Health Service Ombudsman (PHSO)

Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033

Private Dental Complaints

Dental Complaints Service

37 Wimpole Street
London
W1G 8DQ

Telephone: 020 8253 0800

Care Quality Commission (CQC)

Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03000 616161

Complaint Time Limits

Patients should normally raise concerns as soon as possible.

Under NHS Complaints Regulations, complaints should generally be made:

• Within 12 months of the incident, or
• Within 12 months of becoming aware of the matter.

Complaints submitted outside this period may still be considered where there is good reason for the delay and it remains possible to conduct a fair investigation.

Policies  Review

This policy will be reviewed annually or sooner if there are changes to legislation, NHS guidance, or regulatory requirements.

Version: 2026

Review Date: April 2027

Approved By: Practice Management Team