Complaints Procedure – Information for Patients

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted 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 few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint:

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with any member of the team in order to discuss your concerns. She/he will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within 3 working days and offer you the opportunity for a discussion at a mutually convenient time to determine how the complaint is to be handled and the timeframe for resolution. We aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation. Longer timescales maybe involved, where this happens we will explain why the timeframe has been extended and keep you informed of the progress of the investigation, at a maximum of 10-day intervals. Please advise us of your preferred method of communication for this, verbally (by phone,) in writing or via e-mail.

In investigating your complaint, we shall aim to:

  • find out what happened and what went wrong
  • enable you to discuss the problem with those concerned, if you would like this;
  • ensure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact:

Dental Complaints Service
Stephenson House
Cherry Orchard Road
Tel. 020 8253 0800 – E-mail:

You may also like to contact The General Dental Council for more advice

The General Dental Council
37 Wimpole Street
Tel. 020 7887 3800 – E-mail:

For those patients who have a complaint regarding treatment they have received under the NHS can also contact: NHS England Tel: 0300 311 2233

Or: Patient Advice and Liaison Service (PALS) our local contact details are:
Based at: East Cheshire NHS Trust
Macclesfield District General Hospital
Victoria Road. Macclesfield.
SK10 3BL
Tel: 0800 161 3997

For those patients registered with this practice with Denplan can contact Denplan by telephone for advice: Denplan Tel. 0800 169 7220