Complaints Procedure

At Chapel Street Dental & Implant Centre 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 & we aim to resolve the matter as quickly as possible. 

Our aim is to react to learn from any feedback we receive & improve the service we provide to our patients.  We welcome all feedback good or bad. 

  1. The person responsible for dealing with any complaint about the service which we provide is Miss Sakina Morris, Practice Manager.

  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 Complaints Manager immediately. If the Sakina is not available at the time, we will arrange a convenient time for her to contact you.  The member of staff will will make a written record of your complaint & provide you with a copy, as well as passing it on to Sakina.  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 Dr Gemma Cockburn to deal with it.

  3. Patient complaints in writing or by email will be passed to the Complaints 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 your complaint in writing and enclose a copy of our Code of Practice as soon as possible; normally within three working days. We will offer to discuss the complaint at an agreed time with you. This would include asking how you would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform you about how the complaint will be handled and the likely time that the investigation will take to be completed. If you do not wish to discuss the complaint, we will still inform you of the expected timescale for completing the process.

  6. We will seek to investigate the complaint speedily and efficiently and we will keep you regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within ten days or up to six months fr more complex complaints.

  7. When we have completed our investigation, we will provide you 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 investigation then a complaint may be referred to:


For NHS Treatment: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank LONDON SW1P 4QP, telephone: 0345 015 4033. Or 

For Private Treatment:  Dental Complaints Service, 37 Winpole Street, London, W1G 8DQ, telephone:0208 253 0800, or 

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