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    Complaints Procedure

    In accordance with the General Dental Council (GDC) Standards for the Dental Team and CQC Regulation 16 (Receiving and Acting on Complaints).

    Our Commitment

    At Emergency Dental Experts, we are committed to providing the highest standard of dental care. We take all complaints seriously and view them as a valuable opportunity to learn, improve our services, and ensure every patient receives the care they deserve.

    We aim to resolve all complaints quickly, fairly, and transparently. We will never treat you differently because you have raised a concern.

    How to Make a Complaint

    You can raise a complaint through any of the following methods:

    When making a complaint, please provide as much detail as possible, including dates, names of staff involved (if known), and a clear description of your concern.

    What Happens After You Complain

    1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days, either in writing or by telephone.
    2. Investigation: Your complaint will be investigated thoroughly and impartially by the Practice Manager. We may need to review clinical records, speak with staff, or seek independent clinical advice.
    3. Response: We aim to provide a full written response within 10 working days. If the investigation requires more time, we will inform you of the expected timeline.
    4. Resolution: Our response will explain our findings, any actions we have taken or plan to take, and whether any changes to our procedures are being implemented as a result.
    5. Follow-up: If you remain dissatisfied with our response, we will offer a meeting or telephone call to discuss the matter further.

    If You Are Not Satisfied With Our Response

    If you feel that your complaint has not been resolved to your satisfaction, you have the right to escalate it to the following independent bodies:

    General Dental Council (GDC)

    The GDC is the regulatory body for all dental professionals in the United Kingdom. They can investigate concerns about the conduct, performance, or health of a dental professional.

    Website: gdc-uk.org | Phone: 020 7167 6000

    Care Quality Commission (CQC)

    The CQC is the independent regulator of health and social care in England. They monitor, inspect, and regulate dental practices to ensure they meet fundamental standards of quality and safety.

    Website: cqc.org.uk | Phone: 03000 616161

    Dental Complaints Service

    The Dental Complaints Service provides a free, impartial complaints resolution service for patients of private dental practices. They can help mediate between you and the practice.

    Website: dcs.gdc-uk.org | Phone: 020 8253 0800

    Parliamentary and Health Service Ombudsman

    If you have exhausted the NHS complaints process, you may refer your complaint to the Parliamentary and Health Service Ombudsman for independent review.

    Website: ombudsman.org.uk | Phone: 0345 015 4033

    Confidentiality

    All complaints are handled in the strictest confidence. Information relating to your complaint will only be shared with those directly involved in the investigation and resolution process.

    Time Limits

    We encourage you to raise any concerns as soon as possible, ideally within 12 months of the incident or within 12 months of becoming aware of the issue. Complaints raised after this period may still be considered at the Practice Manager's discretion.

    Learning From Complaints

    We record and review all complaints to identify patterns, improve our services, and prevent similar issues from arising in the future. Anonymised complaint data may be reviewed as part of our clinical governance and quality improvement processes.