Complaints Procedure

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure.  Our complaint system adheres to national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned.  Complaints about the treatment you received should be made to the dentist who normally sees you.  Alternatively, you may ask for an appointment for Debra Strutt in order to discuss your concerns by telephone 01279406100 or by email info@keatshousedental.co.uk She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.  It will help if you are as clear as possible about your complaint.

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In investigating your complaint, we shall aim to:

• find out what happened and what went wrong
• enable you to discuss the problem with those concerned, if you would like this;
• ensure you receive an apology, where this is appropriate;
• identify what we can do to make sure the problem does not happen again.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure.  We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  However, this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

If you wish for further advice, you should contact:

Dental Complaints Service
Stephenson House
2 Cherry Orchard Rd
Croydon
CR0 6BA

E-mail:  info@dentalcomplaints.org.uk

Tel. 020 8253 0800

For those patients who have a complaint regarding treatment they have received under the NHS, NHS England can also be contacted.  Their contact details are as follow:

By email to: england.contactus@nhs.net state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33