Complaints Policy – Eastcote Lane Dental Practice

Complaints Policy

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If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know as soon as possible so we can address your concerns promptly. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria. We always aim to meet your expectations of our care and service but if you are dissatisfied, we will take any complaints very seriously, investigate them fully and fairly, and take great care to protect your confidentiality.

How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. However if your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem

Complaints should be addressed to Mrs Vidhi Shah  who is the Complaints Manager for the practice.  You may ask for an appointment with her in order to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. If the Complaints Manager is unavailable, we will take brief details and arrange for a meeting when they are available. We will keep comprehensive and confidential records of your complaint.

Our Process for Investigating the complaint:

We shall acknowledge your complaint within 3 working days and aim to look into your complaint within 14 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. 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 of completion.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong;
  • Make it possible for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again

When the investigation has been completed, you will be informed of its outcome in writing, offered any practical solutions and invited to discuss the results.
We learn from complaints to improve our care and service and will never discriminate against patients who have made a complaint.

Complaining on behalf of someone else
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you can address your complaint directly to NHS England  

NHS England Customer Support Centre,
PO Box 16738,
B97 9PT,

Telephone: 03003112233. (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health Ombudsman (England)


Millbank Tower

Telephone: 0345 015 4033

For help in making a complaint:

Independent Complaints Advocacy Service
Unit 2.1
Clarendon Business Park
Clumber Avenue

Telephone: 0845 120 3735  

Patients who have received Private Treatment should contact:

For private dental treatment, you can contact The Dental Complaints Service:

The Dental complaints Service
37 Wimpole Street

Tel: 0208 253 0800

The dentists’ regulatory body for complaints about professional misconduct is The General Dental Council:

General Dental Council
37 Wimpole Street
London W1G 8DQ

+44 (0) 845 222 4141 (UK local rate)
or +44 (0) 20 7167 6000

The dental practice is also regulated by the Care Quality Commission:

CQC contact details: Telephone: 03000 616161