Complaints Policy

At Courtlands Dental Practice, we take complaints very seriously and try to ensure that all patients are pleased with our service.  When patients complain they can expect to be dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.  We aim to react to complaints in the way which we would want our own complaints about a service to be handled.

We also make a point of learning from every mistake and we respond toward our patients concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaints about the service which we provide 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 immediately.

In the event that she is not available, then the patient will be told when she will be able to talk to the practice manager/dentist and arrangements will be made for this to happen.

The member of staff approached initially will at this time take brief details of the complaint and then pass the information on.  If we cannot arrange this within a reasonable period or if the patient does not wish to wait to be seen, arrangements will be made for somebody else to deal with this.

  • If a patient complains in writing, the letter will be immediately passed onto the Practice Manager for an appropriate reply.
  • If any 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 in writing and enclose a copy of this code of practice as soon as possible, normally you can expect to receive this acknowledgement in 3 working days.

We will seek to investigate the complaint within 10 working days of the complaint being received to give a written summary of the investigation and its conclusions.

If the patients does not wish to meet with us then we will attempt to talk with him or her on the telephone.  If we are unable to investigate the complaint within 10 working days, 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 of the complaint in writing to the patient immediately after completing our investigation.
  • Proper and comprehensive records are kept of any complaint received

If patients are not satisfied with the results of our localised attempts to resolve any issues, then the complainant mat refer to the following bodies for an independent review of the complaint.

Private Care

The Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road

Telephone: 08456 120540
(Monday-Friday 9am-5pm)



NHS Care

The Parliamentary and Health Service Ombudsman
Millbank Tower

Telephone: 0345 015 4033