Glebe House Dental Care Complaints handling policy 

 

 

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients. 

 

We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible. 

Making a complaint 

If you wish to make a complaint or simply let us know how we could have done better, please contact either Liezel Oberholzer or Chris van Gelderen: 

 

 

Chris or Liezel will endeavour to be available during these times. You may find it more convenient to make an appointment with Complaints’ Manager to ensure that [she/he] can dedicate sufficient time to meet with you. 

 

We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. 

 

 

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation. 

 

We will investigate your complaint promptly within 5 working days or, if the issue is complex, within 1 month as far as reasonably practicable, will let you know how our investigation is progressing. 

 

When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken and whether further action is needed. 

 

 

We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service. 

 

 

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation. 

 

 

Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ 

(020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).