Complaints Procedure

Derwent Dental Care aims to offer a high level of dental care and customer service.

Unfortunately, mistakes do occasionally happen. If you have a complaint, our aim is to resolve your problems as swiftly and amicably as possible.

The complaints manager is Paul Rowlands and he will be informed of any issues which have been raised by a patient. Every complaint will be registered in a complaints log.

If a complaint is made at the reception desk or over the telephone which cannot be resolved at the time, it will be referred to the complaints manager.

If a complaint is made in writing (by letter or E-mail) it will be immediately passed on to the complaints manager.

Complaints regarding clinical care will initially be handled by the clinician in question unless the patient requests it to be handled by the complaints manager.

Complaints will be acknowledged within 3 working days. We aim to investigate and respond to a complaint within 10 working days. The practice response can be either through a meeting of the appropriate parties, by telephone or by letter. All correspondence will be included in the clinical records.

Once we have responded to the complaint, if the patient is not satisfied with the outcome, the matter can be taken to :


NHS complaints:

The Partlimentary and Health Service Ombudsman,
Millbank Tower
Telephone: 0345 015 4033


Private Complaints:

Dental Complaints Service
The Lansdowne Building
2 Lansdowne Road
Telephone: 08456 120 540


For further advice on dental complaints, you can contact the General dental Council:

37 Wimpole Street
Telephone: 0845 222 4141