Policy Statement:

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way 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.

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Robbie Curnock (Reception Manager) in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 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.

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, if you would like this;
  • 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 they are 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. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice/information you should contact.

If the complaint is not resolved to the patient’s satisfaction, the patient will be advised to write to:

NHS Complaints
NHS Commissioning Board,
Redditch Contact Centre,
PO Box 16738,
Redditch,
B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net

Private Patient Complaints
The Dental Complaints Service,
Stephenson House,
2 Cherry Orchard Road,
Croydon,
CR0 6BA
020 82530 800 at local rate (Monday – Friday 9am – 5pm)
www.dentalcomplaints.org.uk

Denplan Complaints
Denplan Complaints Handling and Risk Management, Denplan, Denplan Court, Victoria Road, Winchester, Hants, SO23 7RG
01962 828000
www.denplan.co.uk

If you are still unhappy after an attempt at resolution by St.James Dental or one of the above organisations, then you may request a review of your complaint by the Ombudsman (Health Service Commissioner)

The Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP
0345 015 4033
www.ombudsman.org.uk