We want all our patients to have a positive experience with us. If you are unhappy or have concerns about any part of your care, please tell us. We will always take your feedback seriously and work with you to resolve the issue.
Raising a concern or complaint will not affect your care or treatment in any way.
How to Tell Us About a Concern or Complaint
You can speak to us:
• In person
• By phone
• In writing
• By email
Any member of staff can help you. They will make sure the concern is passed to the Complaints Manager the same day.
Who Handles Complaints
• Complaints Manager: Joanne Rimmer, Practice Manager
• Deputy Complaints Manager: Paul Smith, Principal Dentist
What We Will Do
• Acknowledge your complaint within three working days
• Look into what happened
• Explain our findings
• Apologise where appropriate
• Let you know what we are doing to improve
If we need more time to investigate, we will keep you updated.
Support to Raise a Concern
If you need help to make a complaint, please tell us. We can provide support such as interpreters, accessible formats or someone to assist you.
Independent advocacy support is also available. We can provide contact details on request.
Complaints on Behalf of Someone Else
If you are raising a complaint for another person, we may need their written consent before we can share information.
If You Are Not Happy With Our Response
For NHS dental treatment:
You can contact NHS England
Email: england.contactus@nhs.net
Phone: 0300 311 2233
Post: NHS England, PO Box 16738, Redditch, B97 9PT
You can also contact your local Integrated Care Board for NHS complaints.
If you still remain unhappy after this, you can contact:
Parliamentary and Health Service Ombudsman
Website: www.ombudsman.org.uk
Phone: 0345 015 4033
For private dental treatment:
Dental Complaints Service
Phone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
Website: www.dentalcomplaints.org.uk
Post: 37 Wimpole Street, London, W1G 8DQ
We Welcome Feedback
Your comments help us improve our services for all patients. Please feel free to share compliments, concerns or suggestions at any time.
Reviewed & updated 26.11.2025