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Complaints Procedure

At Chapel Street Dental and Implant Centre it is imperative that our service meets your expectations. We welcome all feedback good or bad. If you have a concern or complaint about any aspect of our service, we want to hear from you in order to identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients. 


We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible. 

Making a complaint

If you wish to make a complaint or simply let us know how we could have done better, please contact Gemma Cockburn, our Complaints’ Manager:


  • By telephone on 01939 232 864

  • By email at

  • By letter to Gemma Cockburn, Chapel Street Dental and Implant Centre, 16/18 Chapel Street, Wem, SY4 5ER

  • In person.


The Complaints’ Manager usually works at the practice Monday – Friday 9.00am – 2.30pm  and will endeavour to be available during these times. You may find it more convenient to make an appointment with Gemma to ensure that she can dedicate sufficient time to meet with you.


If you contact the practice to make a complaint and Gemma is not available, we will arrange a convenient time for her to contact you. We will ask you for brief details of your complaint so that she can gather any useful information before contacting you. A copy of the notes made for Gemma will be available on request. 


We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 days.

Investigating a complaint

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.


We will investigate your complaint within 10 working days, unless your complaint is complex which may take up to 6 months, and, as far as reasonably practicable, will let you know how our investigation is progressing. 


When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed. 


We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation.  We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.

If you are not satisfied

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.

For complaints about NHS treatment: 

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or

For complaints about private treatment:

Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ 

(020 8253 0800 or online at

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