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Practice Complaints procedure

If you have a complaint or concern about the service you have received from your dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system adheres to the national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible- ideally within a matter of days or at most a week – because this enables us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaints:

  • Within 12 months of the incident that caused the problem
  • Within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the Practice manager (the complaints manager)
Alternatively, you may ask for an appointment with Dr Frances Oluyannwo in order to discuss your concerns. The complaints procedure will be explained to you and your concerns are dealt with promptly. It will be helpful if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within 3 working days of the date when you raised it with us subject to Dr Oluyannwo’s presence at the practice. Alternatively, the complaint will be responded to on her return to the practice.
We aim to have looked into your complaint within 10 working days of acknowledgement. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss this problem with those concerned, if preferred
  • Identify what we can do to make sure the problem does not reoccur

Complaining to the Health Authority

We hope that if you have a problem you will use our practice complaints procedure. This does not affect your right to approach the Health Authority if you feel you cannot raise a complaint with us or you are dissatisfied with the result of our investigation. For further advice, you can contact:

NHS Complaints Team

03003 11 22 33

Private - Dental Complaint Service
Stephenson House
2 Cherry Orchard Road
0208 253 0800

Millbank Tower
Millbank, London
0345 015 4033