Complaints Procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our own complaint about a service handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.


  • The person responsible for dealing with any complaint about our services is Simon Hill, complaints Manager.
  • If a patient complains over the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her to Simon Hill immediately. If Simon is not available at the time then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange for this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  • If the patient complains in writing, the letter will be passed on immediately to Simon Hill.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working weeks. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving the reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation.
  • Proper and comprehensive records are kept of any complaint received.
  • If patients are not satisfied with the result of our procedure then a complaint may be made to the registration body for dentists: The General Dental Council (G.D.C.), 37 Wimpole Street, London. W1G 8DQ.
  • N.H.S: Cardiff & Vale University Health Board HQ, University Hospital of Wales, Heath Park, Cardiff, CF14 4XW.
  • Private: Health Inspectorate Wales, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ.Tel 03000628163 Email:

We aim to comply with guidance set by the British Dental Association (B.D.A.) advice sheets B10 and B11 for both N.H.S. and private patients within the practice.