Our Approach to Complaints
At Pearly Whites Dental, we aim to provide a high standard of care at all times. If something does not meet your expectations, we want to know.
Raising a concern gives us the opportunity to listen, explain, and improve where needed. Making a complaint will not affect your care in any way.
This procedure explains how to raise a concern and what you can expect from us.
How to Make a Complaint
You can raise a concern in the way that feels most comfortable for you.
Step 1. Contact the practice directly
In the first instance, please contact the practice and ask to speak with the Practice Manager or the person responsible for handling complaints.
You can do this by
- Speaking to a member of the team at the practice
- Calling the practice
- Writing to us by email or letter
We encourage patients to raise concerns as soon as possible so they can be addressed promptly.
What Happens Next
Acknowledgement
We will acknowledge your complaint within a reasonable time and confirm who is handling it.
Investigation
Your complaint will be reviewed carefully. This may include speaking with the team members involved and reviewing relevant records.
Response
We will provide a clear written response explaining
• What we found
• Any actions taken
• Any learning or changes made, if appropriate
Our aim is to resolve complaints openly and fairly.
If You Are Not Satisfied With Our Response
If you feel that your concern has not been resolved to your satisfaction, you have the right to contact an external body for further review.
Complaints About Private Dental Treatment
For complaints relating to private dental care, you can contact the Dental Complaints Service.
The Dental Complaints Service provides free and independent help to resolve complaints about private dental treatment.
They can be contacted after you have tried to resolve the matter directly with the practice.
Complaints About NHS Dental Treatment
If your complaint relates to NHS dental treatment, you may contact NHS England.
They can provide guidance on how NHS dental complaints are handled and reviewed.
Confidentiality and Fairness
All complaints are handled sensitively and confidentially.
We treat complainants fairly and with respect. Making a complaint will not disadvantage you or affect any current or future treatment.
Accessibility and Support
If you need help raising a concern due to language, disability, or any other reason, please let us know and we will do our best to support you.
Contact Details for Complaints
If you wish to raise a concern or make a complaint,
please contact the practice directly.
Our Commitment
We are committed to learning from feedback and improving the care we provide to our patients.
Your feedback matters.
