Complaints Procedure

Smile Solutions takes complaints seriously. We try to ensure that patients are pleased with their experience of our service. Complaints are dealt with courteously and promptly so that the matter is resolved quickly. The person responsible for dealing with any complaints about the service we provide is the practice manager. 

If a patient complains by telephone or at the reception desk we will listen to their complaint and offer to refer the matter to the practice manager. If the practice manager is not available at the time then the patient will be told when he or she is able to talk to the dentist and arrangements will be made for this to happen. 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, arrangements will be made for someone else to deal with it. If a complaint is received in writing or by email, this will be passed on immediately to the practice manager and then a dentist. 

If a 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. We will acknowledge a patient’s complaint in writing normally within two working days of the complaint being received. 

We will seek to investigate the complaint within ten working days of the complaint being received. If we are unable to investigate the complaint within ten working days we will notify the patient giving reasons for the delay and a likely period within which the investigation will be completed. 

We will confirm the decision about the complaint in writing to the patient. Proper and comprehensive reports are kept about any complaint. If patients are not satisfied with the result of the outcome then a complaint may be made to The General Dental Council, 37 Wimpole Street, London W1M 8DQ (the dentist registration body). However please do contact us if you are unhappy with any aspect of your dental visit.