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Patient Complaints Policy & Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality.

We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure. If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.

Your complaint should be sent to the Principal Complaints Manger – Guy Deeming

By email - FAO Complaints Manager to braces@queensway.co.uk
By phone - 01642 352440
In writing - C/O 170 Queensway, Billingham, TS23 2NT , FAO Complaints manager.

We aim to resolve verbal complaints within 24 hours where possible. If you complain in writing, we will acknowledge your complaint within 24 hours, send an acknowledgement letter within 2 working days and will aim to provide a full response in writing within 20 working days.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, we will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can.

NHS Patients

If you do not feel you can raise a complaint about your NHS service directly with us or have not been satisfied with the response from the practice, you can address your complaint directly to the NHS England Local Area Team (Durham, Darlington and Tees) who will work with you to resolve any concerns:

The Complaints Manager (Dental Services)
The Old Exchange
Barnard Street
DL3 7DR
Darlington
Tel: 0113 8251600

Private Patients

If you have had private treatment and are dissatisfied with the complaint outcome received from the practice a complaint can be made to one of the following groups:

Ombudsman (Health Service Commissioner)
Dental Complaints Service