Complaints Procedure

How to make a complaint

If you have a complaint or concern about the service you have received, please do not hesitate to contact us. We encourage you to discuss the issue directly with the dental professional or staff member involved.

If you are unable to resolve the matter directly, please contact the Practice Manager at info@hillsroaddental.com or 01223 240061 as soon as possible. They will explain our complaints procedure in detail and take notes of your complaints and concerns so they can be dealt with promptly.

Our complaints process

We will acknowledge receipt of your complaint within two working days and investigate it fully. We keep you informed, and provide a detailed response to your complaint within 14 working days. We may offer you a meeting to discuss your complaint and our findings, along with the appropriate actions that will be taken.

We want all our patients to be happy and aim to resolve your complaint to your satisfaction, using open communication and a commitment to trusting and positive working relationships.

Confidentiality

We respect your privacy and will handle your complaint with the utmost confidentiality. If you are making a complaint on behalf of someone else, we will require written consent from the patient to proceed.

If you are not satisfied

If you wish to take your complaint further, please contact any of the following organisations:

The Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ

0208 253 0800
dcs.gdc-uk.org

The Parliamentary and Health Service Ombudsman
0345 015 4033
ombudsman.org.uk/making-complaint