At Chelmsford Dental Practice we take all complaints very seriously. Our aim is to ensure that every patient is happy with the care and service they receive. If you do have a concern, we will handle it courteously, promptly, and in line with our complaints procedure.

How we handle complaints:

1. In person or by phone

   • If you raise a concern at reception or over the phone, a member of our team will listen and, where appropriate, refer you to the Practice Manager straight away.

   • If the Practice Manager is not available, brief details will be taken and passed on for follow-up.

2. In writing

   • Any written complaints are passed immediately to the Practice Manager for review.

3. Clinical care or fees

   • If your complaint relates to treatment or associated costs, it may be referred to the treating dentist (unless you prefer otherwise).

4. Acknowledgement & investigation

   • We will acknowledge your complaint in writing within three working days and provide a copy of this policy.

   • Our aim is to investigate and respond fully within ten working days. If this is not possible, we will update you with the reason for the delay and an expected timescale.

5. Outcome

   • Once our investigation is complete, we will confirm our findings and decision in writing.

6. Record keeping

   • All complaints are documented and stored securely for reference and quality monitoring.

If you are not satisfied with the outcome
You may escalate your complaint to:

• Dental Complaints Service (for private treatment): 08456 120 540

• NHS England (for NHS treatment): [contact via NHS England website or local commissioner]

• General Dental Council (dentists’ regulator): 37 Wimpole Street, London W1M 8DQ