Code of Practice for Patient Complaints
At Smile Dental Care, we are committed to providing high-quality care in a professional and respectful environment.
If something hasn’t met your expectations, we encourage you to share your concerns so we can address them promptly and fairly.
Our Approach to Complaints
We treat every complaint seriously and aim to resolve any issues quickly, courteously, and fairly.
Complaints help us to improve our service and ensure the same issues do not happen again.
How to Make a Complaint
You can make a complaint in the following ways:
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Using our online form: The quickest way to submit a complaint is by filling out our form
here.
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In person or over the phone: Please speak to a member of our team or call us on
0330 44 15566.
A member of our team will fill in a complaint form on your behalf to ensure all the relevant details are recorded correctly.
What Happens Next
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Acknowledgement
We will acknowledge your complaint in writing and include a copy of this policy within 1 working day of receiving it.
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Assessment & Investigation
Your complaint will be assessed and directed to the appropriate person:
- General service or behavior concerns may be resolved directly by our practice staff or contact center team.
- Issues requiring further investigation will be referred to the Practice Manager.
- Complaints about clinical care will be referred to the treating clinician.
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Our Response
We aim to investigate and respond to complaints within 10 working days. If we need more time, we’ll keep you informed and let you know when to expect a full response.
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Resolution
After reviewing and investigating your complaint, we will send you a written explanation of the outcome and any steps taken to address the issue.
Record Keeping
We keep a secure record of all complaints in line with data protection regulations.
Records are retained for 10 years after a complaint is closed and are then securely deleted.
Still Unhappy?
If you are not satisfied with the outcome of your complaint, you can contact one of the following independent organisations:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk
The Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon CR9 2ER
Tel: 020 8253 0800
www.dentalcomplaints.org.uk
