At Pearl Smile Didsbury we take complaints very seriously and aim to ensure that all our patients are happy with the care and service they receive. When a patient raises a concern, it is handled courteously and promptly so that the matter can be resolved. This procedure is based on the following objectives:

1. Raising a concern in person or by phone

   • If a patient complains at the reception desk or by telephone, we will listen carefully and, if appropriate, refer the matter immediately to the Practice Manager.

   • If the Practice Manager is not available, a member of the team will take brief details of the complaint and pass them on.

2. Complaints in writing

   • Any written complaint will be passed to the Practice Manager without delay.

3. Complaints about clinical care or charges

   • If the complaint relates to clinical care or fees, it will normally be referred to the treating dentist, unless the patient requests otherwise.

4. Acknowledgement and investigation

   • We will acknowledge all complaints in writing as soon as possible, normally within three working days, and will include a copy of this policy.

   • Our aim is to investigate within ten working days of receipt, providing an explanation of the circumstances that led to the complaint.

   • If the patient does not wish to meet in person, we will attempt to resolve matters via telephone.

   • If we cannot complete the investigation within ten working days, we will inform the patient of the reasons for the delay and provide an estimated timescale.

5. Outcome

   • The final decision will be confirmed in writing immediately after the investigation is complete.

6. Record keeping

   • Comprehensive records of all complaints are maintained.

If patients are not satisfied with the outcome

Complaints may be escalated to:

1. Dental Complaints Service – 08456 120 540 (for complaints about private dental treatment).

2. NHS England (if applicable to NHS treatment) – 0300 311 2233 or england.contactus@nhs.net.

3. General Dental Council – 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body).