How we deal with complaints

We always look for the best way to solve each individual complaint and get a satisfactory result. Our complaints resolution process is designed with that in mind.

We will let you know within two working days that we have received your complaint. After this you will receive a letter explaining how we will handle your complaint. We may also contact you to discuss the details of your complaint and what you would like us to do to make things right.

We may be able to achieve a satisfactory result for you using only the information you have provided or by telephoning the organisation or practitioner involved. If this is not possible, we may need to carry out an investigation and may invite you and the practitioner to a complaints panel. Complaints panels are made up of trained independent volunteer panellists. Each panel will comprise two members of the public and one dental practitioner. They will invite you and your own dental practitioner to a meeting to discuss the issues. They will then consider the situation and decide.the outcome of the complaint, writing to you and your practitioner to let you know the final decision. Complaints panels are held as locally to you as possible.

If you are not happy with our service at any stage in the process please let us know.