Patient complaints procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service, and to
resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very
seriously, investigating them in a full and fair way, and take great care to protect your confidentiality. We
learn from complaints to improve our care and service. We will never discriminate against patients who
have made a complaint and we will be happy to answer any questions you may have about this
procedure.
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If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as
possible to allow us to address your concerns promptly. We accept complaints made verbally as well as
written complaints.
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Laura Cook is the Complaints Manager and will be your personal contact to assist you with any
complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in
writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim
to provide a full response in writing as soon as practical.
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You can send your complaints to 180 Baslow Road, Sheffield, S17 4DS, call us on 0114 350 3180 or email
the Complaints Manager on info@one80dental.co.uk.
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If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange
for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential
records of your complaint, which will be stored securely and only be accessible to those who need to
know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints
Manager will contact you at least every ten working days to keep you informed of the reason for any
delays, the progress of the investigation, and the proposed date it will be completed.
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When the investigation has been completed, you will be informed of its outcome in writing. We will
make our response clear, addressing each of your concerns as best as we can. You will also be invited to a
meeting to discuss the results and any practical solutions that we can offer to you. These solutions could
include replacing treatment, refunding fees paid, referring you for specialist treatments, or other
solutions that meet your needs and resolve the complaint.
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We regularly analyse patient complaints to learn from them and to improve our services. That’s why we
always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our
response to a complaint, you can take the matter further, please see the contacts below.
If you are dissatisfied with our response to a complaint, you can contact the GDC private dental
complaints service within 12 months of the treatment or within 12 months of becoming aware of the
issue. Please see the contact details below.
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Contacts
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GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting
www.dentalcomplaints.org.uk.
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You can also contact the Care Quality Commission (CQC) 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 who may be able to help.
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The General Dental Council is responsible for regulating all dental professionals. You can complain using
their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 7167
6000.