Patient Complaints Procedure

At Sycamore House Dental Practice, we aim to provide the highest standard of care. However, there may be occasions when something leaves you dissatisfied. Our aim will always be to resolve any problems or difficulties promptly, fairly and to your satisfaction.

Most concerns can be resolved at the initial point of contact; our staff are generally well placed to address your concerns promptly and efficiently. You can raise your concerns in person, by writing to us or by telephone. The team member you have the initial contact with will normally try to resolve the matter to your satisfaction there and then. There may be occasions where you are not satisfied with the response you have received.  Where this is the case, your complaint will be passed on to Mr H Morillo.                                                  

We will acknowledge your complaint in writing as soon as possible, normally within 3 working days. We will investigate your concerns within 10 working days, and we will contact you with the results of our investigation. If, for any reason we are unable to complete our investigation within the specified period we will inform you immediately, giving reasons for the delay and a likely period within which the investigation and report will be completed. We keep comprehensive records of any complaint received. We will address the specific points raised and we will take appropriate action to put things right. We will deal with your concerns impartially with respect and courtesy. We will acknowledge our mistakes and offer a fair and appropriate remedy when a complaint is upheld.

We are committed to resolving complaints wherever possible through our internal procedures. If we cannot resolve your concerns satisfactorily you can refer your complaint to: 

Denplan patients

Denplan Clinical Mediation Service T: 0800 1697220

E: clinicalmediationservice@denplan.co.uk

Private Patients

Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ T: 0208 2530800

W: https//dcs.gdc-yu.org

We will provide the highest standards of service to patients who have cause to complain to us.

We will take a balanced and fair view and resolve any concerns fairly and promptly.

We review our policies and procedures regularly to ensure they are effective. We seek and welcome your feedback to improve service delivery.