CODE OF PRACTICE FOR HANDLING COMPLAINTS

Park Lane Dental Group

In this practice we take complaints very seriously and try to ensure that all patients are pleased

with their experience of our services. When patients complain, they are dealt with courteously and

promptly so that the matter is resolved as quickly as possible.

Complaints made to the practice

The person responsible for dealing with any complaints about the service is the Practice Manager.

If a patient complains on the telephone or at the reception desk, we will listen to his or her

complaint and offer to refer him or her to the Practice Manager. The member of staff will take brief

details of the complaint and pass them on. If we cannot arrange this within a reasonable period

or if the patient does not wish to wait to discuss the matter, arrangements will be made for

someone to deal with it. If the patient complains in writing the letter will be passed on immediately to the Practice Manager.

If a complaint is about any aspect of clinical care or associated charges it will normally be

referred to the dentist unless the patient does not want this to happen. We will acknowledge the patient’s complaint including a copy of this Code of Practice within five working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to explain the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period, we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.  We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 21 days of the complaint received. Proper and comprehensive records are kept of any complaint received. Park Lane Dental Group welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained. If you do not wish to complain directly to the Practice, you can address your complaint directly to the relevant body.

Should a patient make a complaint or claim, we may need to provide information about the

patient, and treatment they have received, to insurers, indemnifiers, or legal advisers.

Complaining to NHS England

We hope that if you have a problem, you will use our practice complaints procedure. We believe

this will give us the best chance of putting right whatever has gone wrong and an opportunity to

improve our practice. This does not affect your right to approach the NHS England if you feel you

cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

Should you wish to make a direct complaint to NHS England please contact:

NHS England Customer Support Centre, 

PO Box 16738, 

Redditch. 

B97 9PT, 

Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)  

Email: England.contactus@nhs.net

Parliamentary & Health Service Ombudsman 

Millbank Tower 

Millbank, 

London 

SW1P 4QP 

Telephone: 0345 015 4033

Email: www.ombudsman.org.uk

Dental Complaints Service

Stephenson House

2 Cherry Orchard Road

Croydon

CR0 6BA

Telephone: 020 8253 0800

(Monday – Friday 9am – 5pm) 

General Dental Council 

37 Wimpole Street

London 

W1G 8DQ

Telephone: 0845 222 4141 or 020 7887 3800

Email: www.gdc-uk.org

Approved by Dr A Riberio

Date Published 11/08/2022