Crewe Dental Care Complaints Handling Policy

Code of Practice for patient complaints

At Crewe Dental Care, we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. Aiming to resolve all matters as quickly as possible, we deal with all complaints in a prompt manner. Moreover, we base our procedure on the following objectives:

We aim to react to complaints in the way in which we would want our complaint about a service handled. We learn from every mistake that we make and respond to customers' concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is our complaints manager.

  2. If a patient complains on the telephone or at the reception desk, we listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk him/her or to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, we will arrange for someone else to deal with it.
  3. If the patient complains in writing via a letter or email, this will be passed on immediately to the Complaints Manager.

  4. If the complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

  5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will seek to investigate the complaint within 10 working days of receipt to explain the circumstances which led to the complaint. 

  6. If the patient does not wish to meet us, we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days, we will notify the patient, giving reasons for the delay and a likely period of when the investigation will be complete.

  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.

  8. We keep comprehensive records of any complaint received.

  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:


  • NHS England (Cheshire, Warrington & Wirral) 1829 Building, Countess of Chester Healthpark, Liverpool Road, Chester, CH2 1HJ, Tel: 01925 406 000

  • The parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, Tel: 0345 015 4033 or for complaints about NHS treatments.

  • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, Tel: 08456 120 540 for complaints about private treatment.

  • The General Dental Council, 37 Wimpole Street, London, W1G 8DQ, Tel: 0845 222 4141, the dentists' regulatory body for complaints about professional misconduct.