Complaints Procedure

If you have a complaint or concern about the service you have received from any dentist or member of staff at one of our practices, please let us know.

We take complaints seriously and use them to improve the quality of our care and service.

Our complaints procedure meets NHS and professional standards.

How to Make a Complaint

We aim to resolve most concerns quickly and informally at the time they arise, usually with the relevant team member.

If the matter cannot be resolved in this way, you may make a formal complaint by contacting us:

 6-7, Charter Court

Butland Rd,

Oakley Vale,

Corby NN18 8QT

Phone: 01536 654100

You may also request an appointment to discuss your concerns.

Please include as much detail as possible about your complaint to help us investigate.

Time Limits

We ask that complaints are made as soon as possible after the event.

Normally, complaints should be raised within 12 months of the incident, or within 12 months of becoming aware of the issue.

We may consider older complaints if there is a valid reason for delay.

Our Process

We will:

• Acknowledge your complaint within 3 working days

• Investigate and aim to respond within 20 working days (or keep you informed if more time is needed)

• Offer an explanation or meeting where appropriate

• Apologise where appropriate

• Explain any lessons learned and actions taken to prevent recurrence

Confidentiality

If a complaint is made, we may need to review your dental records and share relevant information with:

• Clinical staff involved in your care

• NHS bodies (if applicable)

• Indemnifiers or legal advisers

All information will be handled in accordance with data protection law.

Complaints on Behalf of Someone Else

We maintain strict patient confidentiality.

If you are making a complaint on behalf of another person, we will require written consent from the patient, unless they are unable to provide consent due to incapacity.

Escalation – If You Are Not Satisfied

If you are not satisfied with our response, you may escalate your complaint to:

NHS Dental Complaints (England)

You may contact your local Integrated Care Board (ICB) or NHS England:

https://www.england.nhs.uk/contact-us/complaint/

Parliamentary and Health Service Ombudsman (PHSO)

If you remain dissatisfied after NHS review:

Parliamentary and Health Service Ombudsman
https://www.ombudsman.org.uk

Dental Complaints Service (Private Dental Care)

For private dental treatment complaints:

Dental Complaints Service
https://dentalcomplaints.org.uk

General Dental Council (Professional Conduct Issues)

If your concern relates to professional conduct:

General Dental Council
https://www.gdc-uk.org

Independent Advice

You may also seek advice from:

• NHS England complaints service

• Citizens Advice

Policy Review

This policy is reviewed regularly and updated when required to reflect changes in law or guidance.