Complaints Procedure

At Chapel Street Dental we take complaints very seriously 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 complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is Dr Gemma Cockburn; Practice Principal.

  2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Manager immediately. If the Manager is not available at the time, then the patient will be told when they will be able to talk to the Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy, as well as passing it on to the Manager. If we cannot arrange 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.

  3. Patient complaints in writing or by email will be passed to the Manager immediately.

  4. When a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this Code of Practice as soon as possible; normally within three working days. We will offer to discuss the complaint at an agreed time with the patient. This would include asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

  6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.

  7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered together with the conclusions reached in respect of each specific part of the complaint. The details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint, will also be included in the report.

  8. Proper and comprehensive records are kept of any complaint received, as well as any actions taken to improve services, as a consequence of a complaint.

  9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:


William Farr House, Shrewsbury SY3 8XL or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank LONDON SW1P 4QP, telephone: 0345 015 4033. Or for complaints about NHS treatment. or GDC for private treatment.

If patients wish to contact the GDC directly they can do so on the GDC website here