At The City Dental Practice, our aim is to ensure that all patients are satisfied with the care and service they receive. We strive to meet your expectations at all times and to resolve any concerns or complaints efficiently, effectively, and courteously.

We take complaints very seriously. All complaints are investigated thoroughly and fairly, with strict confidentiality maintained at all times. We use feedback from complaints as an opportunity to improve our services and patient experience. We will never discriminate against any patient who raises a concern.

If you are not entirely satisfied with any aspect of your care or the service you have received, please let us know as soon as possible so we can address your concerns promptly.

Complaints Policy

  • The Practice Manager at The City Dental Practice is responsible for overseeing the complaints process.

    • Your complaint may be assigned to a member of our complaints handling team for investigation, and they may contact you directly.

    • If your complaint is made verbally and cannot be resolved within 24 hours, or if it is submitted in writing, we will:

      • Acknowledge your complaint in writing within 3 working days

      • Aim to provide a full written response as soon as reasonably practicable

    If the Practice Manager is unavailable, our team will take brief details of your concern and arrange a meeting at the earliest opportunity.

  • We will keep clear, comprehensive, and confidential records of your complaint. These records are stored securely and are only accessible to those directly involved in handling your case.

    If the investigation takes longer than expected, we will:

    • Inform you of the reason for the delay

    • Provide updates on the progress

    • Give an estimated completion date

  • Once the investigation is complete, we will:

    • Provide you with a full written response

    • Offer you the opportunity to meet with us to discuss the findings

    Where appropriate, we will offer practical solutions to resolve your complaint. These may include:

    • Replacing or correcting treatment

    • Refunding fees

    • Referring you for specialist care

    • Other appropriate resolutions based on your individual case

  • We regularly review and analyse complaints to identify areas for improvement. Your feedback, comments, and suggestions are always welcome and help us enhance the quality of our services.

  • If you are unhappy with our response, you may escalate your complaint to the Practice Manager, who will review and handle the matter further.