Complaints Procedure

At Total Dental Care (TDC) Implant Centre  we try our best to ensure that all our patients are pleased with the service they get from us and so we take complaints very seriously. Complaints are dealt with courteously, sensitively and promptly so that the matter can be resolved as quickly as possible.

We will try our best to deal with any complaints informally. If this is not possible, details will be passed on to our Patient Advisor who will co-ordinate a response from the dentist and or surgeon involved.

We will acknowledge the patient’s complaint in writing and enclose a copy of this Practice Complaints Procedure as soon as possible, normally within three working days.

We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her by phone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed.

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

Proper and comprehensive records will be kept of any complaint received.

In the unlikely case that this does not resolve the issue, we recommend contacting the Dental Complaints Service (funded by the General Dental Council, the organisation that regulates dental professionals in the UK) on 020 8253 0800 or writing to them at Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA.