Complaints Procedure

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know as soon as possible. We operate a practice complaints procedure which adheres to national criteria.

Chalet Hill Dental Practice takes complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. However when patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

• The person responsible for dealing with any complaint about the service which we provide is our Practice Manager.
• 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 Practice Manager immediately.
• If the patient complains in writing the letter or email 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 in writing as soon as possible, normally within 5 working days.
• We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them 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 about the complaint in writing immediately after completing our investigation.
• Proper and comprehensive records are kept of any complaint received in Complaints File.
• If patients are not satisfied with the result of our procedure then a complaint may be made to:

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our own practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact: