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Practice Complaints Procedure:

If you have a complaint about the service or treatment you have received from the dentists or staff working in this practice, please let us know. We operate a Practice complaints procedure which adheres to national guidelines.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be dealt with in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible.

Complaints should be addressed to either Mark or Carolyn Chrimes. Alternatively, you may ask for an appointment in order to discuss your concerns with either of our dentists who are also our Practice Complaints Co-ordinators. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

What we shall do:

We shall acknowledge your complaint within 2 working days and aim to have investigated your complaint within 10 working days. We shall than be in a position to offer you an explanation, or a meeting with those involved to resolve the situation.

In investigating your complaint we shall aim to:

Find out what happened and what went wrong;

Make it possible for you to discuss the problem with those concerned (if you wish);

Make sure you receive an apology, where this is appropriate;

Identify what we can do to rectify the problem and to make sure the problem doesn't happen again.

Making a complaint on behalf of someone else

Please note that we adhere strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. We therefore require a signed letter from the person concerned stating that they give their consent for a named person to make a complaint on their behalf.

Complaining about Private or Denplan treatment

We hope that if you have a problem, you will use our Practice Complaints Procedure since we believe this will best resolve your problem and give us an opportunity to improve our practice. If we are not able to resolve your complaint in-house you could contact the Dental Complaints Service on 0846 120 540 or at www.dentalcomplaints.org.uk who will be able to assist you. Denplan Patients may wish to contact Denplan's Complaints Handling Department, telephone: 0800 169 7220.

Alternatively, if you have any concerns about the service we provide you may contact the Care Quality Commission on 03000616161.

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