Code of practice for patient complaints



In this practice we take complaints very seriously indeed and try to ensure that all of our patients are pleased with the experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers concerns in a caring and sensitive way.

1. In the event of a complaint regarding the service provided, the person responsible for responding will be the Practise Manager. Details on who our practice managers are can be found in the ‘Meet the Team’ section of our ‘About’ page.

2. If a Patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. 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 else to deal with it.

3. It the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

5. We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mails. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint we will still inform them of the expected timescale for completing the process.

6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonable practible, as to the progress of the investigation. Investigations will normally be completed within 10 working days.

7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusion reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

9. If patients are not satisfied with the result of our procedure then a complaint may referred to:

Northern Ireland Ombudsman, Freepost BEL 1478, Belfast BT1 6BR Tel 0800 34324 or for complaints about NHS treatment.

The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater LondonCR9 2ER, 08456 120 540 or for complaints about private treatment.

The General Dental Council, 37 Wimpole Street London W1M 8DQ the dentist’s registration body.

The Regulation and Quality Improvement Authority may be contacted for information however do not deal with complaints directly.
9TH floor Riverside Tower, 5 Lanyon Place, Belfast, BT1 3BT Email: Website:

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Site last updated: June 19, 2019 - 10:23 am
Complaints Policy