Complaints Procedure

What constitutes a complaint?

At our dental practice, we take our work very seriously and we try our hardest to ensure that all communications with our patients are clear and well explained. All areas of our practice are carefully monitored to ensure we comply with current guidelines.

Despite every effort to ensure complete satisfaction for our patients, very occasionally we may not meet our customer’s expectations.

Should you experience a problem, which cannot be resolved at the time, you may wish to make a formal complaint.

We treat all complaints seriously and use them to identify any deficiencies in the practice in order to improve our systems and customer care.

What to do if I wish to make a formal complaint?

Please send any complaints, marked private and confidential, in writing to the Practice Manager at the following address:

26A Church Road,
Great Bookham,
KT23 3PW

What happens next?

A response will be sent to you within three working days. Your case will then be investigated and any issues discussed in depth with the relevant party, any other members of the team who may be involved will also be interviewed. In the event of a complaint being made about a Dentist or Hygienist they will inform their Medico-Legal indemnity organisation immediately.

You will be informed of the results of the investigation and you will be invited to discuss possible solutions. A letter will be sent to you within 10 days outlining the results of the investigation.

Once we have all achieved agreement that the complaint has been properly investigated and resolved we will complete our records to show that the case has been closed.

If however you are not satisfied with our response you may contact:

Dental Complaints Service,
Stephenson House,
2 Cherry Orchard Road,

Tel: 08456 120540



Fully private dental practice for over 30 years!