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  • 96 Goldsworth Road
  • Woking
  • Surrey
  • GU21 6LN
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Contact Book Online 01483 495 303
  • 96 Goldsworth Road
  • Woking
  • Surrey
  • GU21 6LN

Complaints Procedure

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Complaints Procedure

Complaints procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to
resolve any complaints as efficiently, effectively and politely as possible. We take complaints very
seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.

We learn from complaints to improve our care and service. We will never discriminate against patients
who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as
possible to allow us to address your concerns promptly.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address
your complaint directly to NHS England at england.contactus@nhs.netwith “For the attention of the
Complaints Team” in the Subject Line.

Karina Hollmann-Adly is the Complaints Manager and will be your personal contact to assist you with any
complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you
complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and
will aim to provide a full response in writing as soon as practical.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange
for a meeting when the person is next available. We will keep comprehensive and confidential records of
your complaint, which will be stored securely and only be accessible only by those who need to know
about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you
informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited
to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we
always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our
response to a complaint you can take it further, please see the contacts below.

Contacts
For private dental treatment, you can contact the GDC private dental complaints service within 12
months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800
or visiting www.dentalcomplaints.org.uk

If you are still unhappy about your NHS complaint, you can contact The Parliamentary Health
Ombudsman (England): by calling 0345 015 4033 or by visiting www.ombudsman.org.uk.
You can also contact the Care Quality Commission (CQC) who regulates private and NHS Dental Care
Services in England by calling 03000 616161. They can take action against the service provider that is not meeting their standards.

The General Dental Council is responsible for regulating all dental professionals. You can complain about using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or
by calling 020 71676000.

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