Version Control
Document Title: Complaints Policy and Procedure
Practice: Beech House Dental Practice
Approved By: Practice Principal
Review Date: June 2027
Version: 1.0
At Beech House Dental Practice, we are committed to providing high-quality dental care and excellent customer service.
We welcome feedback from patients and recognise that concerns and complaints provide valuable opportunities to improve our services.
We are committed to ensuring that all complaints are handled fairly, promptly, sensitively and in accordance with our legal, professional and regulatory obligations.
Patients will never be treated less favourably because they have raised a concern or made a complaint.
A complaint may be made by:
• A current or former patient.
• A parent or guardian acting on behalf of a child.
• A person holding legal authority to act on behalf of a patient.
• A representative acting with the patient’s consent.
Telephone: 01932 862290
Email: admin@beechhousedentalpractice.co.uk
In Writing:
Beech House Dental Practice
12 Church Street, Cobham, Surrey, KT11 3EG
Dr Alice Harriss
Principal Dentist and Practice Owner
Stage 1 – Acknowledgement
We will acknowledge your complaint within three working days of receipt.
Stage 2 – Investigation
We will carry out a fair and thorough investigation.
Stage 3 – Response
We aim to provide a full written response within 20 working days.
• An explanation
• An apology
• Corrective action
• Review of procedures
• Additional staff training
• Remedial treatment where appropriate
• Referral to another clinician
• A goodwill gesture where appropriate
All complaints will be handled confidentially and in accordance with UK GDPR, the Data Protection Act 2018, GDC Standards and CQC Fundamental Standards.
All complaints are reviewed as part of the practice governance process and used to improve patient care and services.
Dental Complaints Service
www.dentalcomplaints.org.uk
020 8253 0800
General Dental Council
www.gdc-uk.org
020 7167 6000
Care Quality Commission
www.cqc.org.uk
03000 616161
Information Commissioner’s Office
www.ico.org.uk
0303 123 1113
This policy will be reviewed annually or sooner if required by changes in legislation, guidance, regulation or practice procedures.
