Last updated: 2026
We aim to deliver excellent dental care every visit, but we know that sometimes things go wrong, or fall short of your expectations. If you're unhappy with any aspect of our service, we want to know, and we want to put it right. This procedure explains how we'll handle your complaint, and what to expect from us.
Every complaint is taken seriously, treated confidentially, and investigated thoroughly. Raising a complaint will not affect the standard of care you or your family receive from us, quite the opposite, it helps us improve.
Most concerns are best resolved by talking to us directly. Please get in touch using whichever route is most comfortable for you:
Within 3 working days: We will acknowledge your complaint in writing (email or letter, whichever you prefer), and confirm who will be investigating it.
Within 10 working days: We aim to give you a substantive response. If the matter is complex and needs longer to investigate, we will let you know, but you will hear from us at least every 10 working days until the matter is resolved.
Resolution: Our response will explain what has happened, what we have found, and where appropriate what we are doing to put things right and prevent recurrence. Where appropriate we may offer a refund or remedial treatment.
If you've been through our internal procedure and remain unhappy, you have the right to escalate your complaint to one of the following independent bodies, depending on the nature of your concern.
The DCS is a free, impartial service for private dental complaints, funded by the General Dental Council.
The GDC is the UK regulator for dentists, hygienists and other dental professionals. Contact them if your concern is about the conduct or fitness to practise of a registered clinician.
The CQC regulates dental practices in England. They can be contacted if you have safety concerns about our practice as a whole.
All complaints are handled confidentially. We keep a complaints log to identify patterns and improve our service, but it is held securely and shared only with team members who need to see it for investigation purposes.
Raising a complaint isn't easy, and we genuinely appreciate you doing so. It's how we get better. We are committed to handling your concerns promptly, fairly and openly.