Complaints Procedure

Last reviewed: July 2026

Dale House Dental Practice takes complaints and concerns seriously. We want every patient to feel listened to, treated fairly and confident that any concern will be handled respectfully, promptly and without affecting their future care.

We aim to resolve concerns as quickly as possible and to use feedback to improve our services. You may raise a complaint verbally or in writing. You may also ask a relative, friend, carer or representative to complain on your behalf, although we may need your written permission before discussing confidential information with them.

How to make a complaint

The person responsible for managing complaints at the practice is Jackie Ingram.

You can speak to a member of the team at reception, telephone the practice, send an email or write to us. Please provide your name, contact details, a clear description of what happened, when it happened and how you would like the matter to be resolved.

If you make a complaint verbally, a member of the team may write down the details and pass them to the complaints manager. If the complaints manager is unavailable, we will arrange for another appropriate member of the team to contact you.

What happens after we receive your complaint

1. We will acknowledge your complaint as soon as reasonably possible, normally within three working days.
2. We will discuss with you how the complaint will be handled and the timescale for our response.
3. We will investigate the circumstances carefully and fairly. This may include speaking to the clinicians or team members involved and reviewing relevant records.
4. If the complaint concerns clinical care, it will normally be shared with the treating dentist or clinician unless there is a valid reason not to do so.
5. We will keep you informed if the investigation takes longer than expected and explain the reason for any delay.
6. When the investigation is complete, we will provide a written response explaining our findings, any action taken and any further steps available to you.

We aim to complete our investigation within a reasonable period agreed with you. More complex complaints may take longer, but we will keep you updated throughout the process.

Confidentiality and records

Complaints are handled confidentially and are kept separate from your clinical records where appropriate. Information will only be shared with people who need it to investigate or respond to the complaint, or where disclosure is required by law.

We keep a record of complaints, our investigation and the outcome. If a complaint involves an insurance, indemnity or legal matter, we may need to share relevant information with our insurers, indemnity provider or legal advisers.

Your care will not be affected

You will not be treated unfairly or disadvantaged because you have raised a complaint. We welcome feedback and will use it to learn, improve our procedures and support better patient care.

If you are not satisfied

We hope that concerns can be resolved directly with the practice. If you remain dissatisfied after receiving our final response, or you would prefer not to complain directly to us, the organisation you contact next will depend on whether your treatment was provided privately or through the NHS.

NHS dental treatment

For NHS dental care in England, you can complain either to the practice or to the commissioner of the service. You should not pursue the same complaint through both routes at the same time. Your local Integrated Care Board can provide information about making a complaint about NHS dental services.

Find your local Integrated Care Board:
https://www.nhs.uk/nhs-services/find-your-local-integrated-care-board/

NHS complaints guidance:
https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

If your NHS complaint has completed the local complaints process and remains unresolved, you may contact the Parliamentary and Health Service Ombudsman.

Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033
Website: https://www.ombudsman.org.uk/making-complaint

Private dental treatment

If your complaint relates to private dental treatment and we have been unable to resolve it, you may contact the Dental Complaints Service. It provides a free and impartial service for complaints about private dental care in the UK.

Dental Complaints Service
Website: https://dcs.gdc-uk.org/

Serious concerns about a dental professional

The General Dental Council regulates dental professionals in the UK. It does not normally resolve individual service complaints or arrange refunds, but it may investigate serious concerns involving patient safety, professional conduct, clinical practice or public confidence in the profession.

General Dental Council
37 Wimpole Street
London
W1G 8DQ
Website: https://www.gdc-uk.org/raising-concerns

Help making a complaint

Please tell us if you need this procedure in another format or require help communicating with us. You may also ask a family member, friend, carer, advocate or another representative to support you.

Review of this procedure

We review this complaints procedure regularly and may update it when legislation, regulatory guidance, contact details or our internal processes change.