Complaints Procedure

Code of Practice for Patient Complaints

Patient complaint procedure

It is our aim to always have satisfied patients, to meet your expectations of service and to try 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 complains 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, we accept complaints made verbally as well as written complaints. If you do not feel you cannot raise complaint about your NHS service directly with us, you can address your complaint directly to NHS England on England, with ‘For the attention of the complaints team’ in the subject line.

Amber Martin is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaints to 10-12 Crayford High Street, Crayford, Kent DA1 4HG or call us on 01322527415 or email the complaints manager on

We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement within 3 working days and will aim to provide a full response I writing as soon as practical.

When the investigation has been completed you will be informed of its outcome in writing. You will be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware if the issue. Please see the contact details below.

GDC Private dental complaints service can be contacted by calling 02082530800 or visiting

We Remain Open

In light of the latest government announcement on the 4th January 2021, we will remain open during lockdown 3.0.

Our patient and staff safety is of the highest importance to us. We continue to follow strict protocols within the practice using the correct PPE.

If you have an appointment already booked, please attend as normal unless you or someone in your household is experiencing any Covid 19 symptoms, then please call us to rearrange.

If you have any urgent questions, please feel free to get in touch with our team who are always happy to answer any of your questions or concerns.