Patient Complaints Policy

At Durley Avenue Dental we take complaints very seriously because we want all our patients to be happy with our service.  Our reputation is very important to us and in the unlikely event of a complaint we will ensure prompt action is taken to ensure the matter is resolved as quickly as possible.

We encourage our patients to give us feedback both positive and constructive as this will really help us improve the care that we provide to you.

Please be assured that any complaint will be dealt with in a confidential, caring and sensitive manner and will not have a negative effect on your future treatment.

The person with overall responsibility for dealing with complaints is the Practice Owner/Manager – Miss Kelly Blackett-Mills.  However, do not hesitate to raise any matter with a member of the practice team in the first instance.

On receipt of your complaint we will endeavour to respond in writing or by phone as soon as possible.  If we cannot sort your complaint immediately then we will endeavour to send an acknowledgement letter within 3 practice working days and never any later than 10 practice working days.  We will keep in contact with you regularly so that we can update you with the progress of our investigation.  We will keep in touch with you by phone and give reasons for any delays and the likely period within which the investigation will be completed.  The full response may initially be given at a meeting or by telephone if the patient prefers, and then confirmed in writing.

If, however, we have failed to satisfy your complaint then you may wish to refer the matter to The GDC Dental Complaints

The Care Quality Commission – telephone 03000 616161 – 103-105 Bunhill Row, London EC1Y 8TG

The Dental Complaints Service (private treatment only) – telephone 08456 120540 The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER

We will do everything possible to satisfy your complaint but In the event that we can’t and matters proceed to legal processes against the practice, we may need to provide information about you the patient and the treatment you have received to our dental defense organisation, insurers and legal advisors in strict accordance with our Data Protection Policy.