Complaints Procedure

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At The Dental Centre, we take complaints very seriously, ensuring to investigate them in a full and fair and to protect your confidentiality. The complaints procedure is clearly displayed and all patients and visitors are confident that they will be listened to and responded to without fear of discrimination.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Dr GWSC De Silva in order to discuss your concerns. It will help if you are as clear as possible about your complaint.

How to complain

Complaints made over the phone- Complaints should be made to Dr GWSC De Silva, if he is not available when you call our practice manager Amy Shutt will take some brief details and arrange for Dr GWSC De Silva to call you back within 24 hours to discuss your complaint.

Complaints made at reception- Where possible we will offer for you to speak with Dr GWSC De Silva, if he is not available at the time or you are unable to wait, we will arrange for Dr De Silva to call you to discuss your complaint within 24 hours or an appointment can be made to see Dr GWSC De Silva to discuss the matter in person.

Written complaints- Any complaints made in writing must be addressed to Dr GWSC De Silva. We will acknowledge your complaint letter within 3 days and aim to have investigated and resolved the complaint within 14 days (if we are not able to respond within those time frames, we will notify you).

We regularly analyse patient complaints to learn from them and improve our services. That is why we always welcome your feedback, comments, suggestions and complaints. If you are not satisfied with our response to your complaint, you can take matters further by contacting:

GDC private complaints service within 12 months of treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting Dental Complaints Service.

Care Quality Commission who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards or visit www.cqc.org.uk.

If you are registered with Denplan you can also discuss any concerns with them on 0800 401 402.