Complaints Policy


At Wetheral Dental Practice we try to offer an exceptional standard of care and service, but occasionally things can go wrong. In this practice we take complaints very seriously and welcome the opportunity to learn from our mistakes. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Julie King is the complaints manager and responsible for dealing with any complaint about the service which we provide.

If a patient complains on the telephone or at reception we will listen to their complaint and offer to refer them to her immediately. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.

We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days or receipt to give an explanation of the circumstances, which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

We will confirm the decision about the complaint in writing immediately after completing our investigation.

Proper and comprehensive records are kept of any complaint received.

If patients are not satisfied with the result of our procedure then a complaint may be made to:

For Private Dentistry                                                                                                                     

Dental Complaints Service

The Lansdowne Building

2 Lansdowne Road



Tel: 08456 120 540


For NHS Dentistry

The Parliamentary and Health Service Ombudsman

Millbank Tower, MillBank

London SW1P 4QP

Tel: 0345 015 4033

For Further Advice

The General Dental Council

37 Wimpole Street

London   W1M 8DQ

Tel:0845 222 4141

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A letter signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness or are a child under 16 years.