Our Complaints Procedure

In this practice we take complaints very seriously. We are sorry that you want to complain but are grateful you are bringing the matter to our attention so we can learn from it and improve the service we provide.

We want to ensure that all our patients are pleased with their experience of our service. If you complain we will deal with you courteously and promptly so the matter can be resolved as quickly as possible. We will always deal with your complaint in a caring and sensitive way.

The person who deals with complaints about the service we provided is Joanne Catchpole, our complaints manager. In her absence the person who deals with complaints is Jenny Lonsdale.

Verbal complaints either via the phone or in person at reception or in surgery will be dealt with by Joanne Catchpole/Jenny Lonsdale immediately. If they are not available then the person who deals with you will take brief details and pass them on so the complaint can be dealt with as soon as possible. If you do not want to wait for this, arrangements can be made for you to speak with Ian Stone, Kate Harrison or Jacqui Dean.

If you complain in writing, we will acknowledge your complaint in writing as soon as possible, normally within 3 working days.

We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If you do not wish to meet us then we will try and talk to you on the phone. If we can not investigate the complaint within 10 days we will notify you, giving the reason why there is a delay.

We will confirm the decision about the complaint immediately after completing our investigation.

We will keep proper and comprehensive records about any complaint we receive along with the outcome and what measures we have taken to prevent recurrence.

If you are not satisfied with the results of our procedure then you may also complain to

  • The Dental Complaints Service (for complaints about private treatment)
    37 Wimpole Street, London, W1G 8DQ
    phone 020 8253 0800
    website dcs.gdc-uk.org


  • The General Dental Council
    37 Wimpole Street, London, W1M 8DQ
    phone 020 7167 6000.
    Website www.gdc-uk.org

If you are unhappy with outcome of your complaint, you can contact the ombudsman-

  • Parliamentary and Health Ombudsman,
    Milbank Tower, Millbank, London, SW1P 4QP
    phone 0345 015 4033
    website www.ombudsman.org.uk

If you need help making a complaint, you can get help from NHS Complaints Advocate. Please contact-

  • Healthwatch Middlesbrough
    St Mary’s Centre, 82-90
    Corporation Road
    TS1 2RW
    01642 955605

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