How to Raise a Concern or Complaint

If you are unhappy with any aspect of your care or service received, please contact us as soon as possible so we can try to resolve the issue promptly.

You can make a complaint:

• In person
• By telephone
• By email
• In writing

Please contact:

Practice Complaints Manager:
Ms Anwar-Shakil

Telephone:
0208 573 0026

Email:
[email protected]

Postal Address:
130 Dental Centre
130 Coldharbour Lane
Hayes
UB3 3HB

Where possible, complaints should be made within:

• 12 months of the event happening, or
• 12 months from when you became aware of the issue.

What Happens Next

We will:

1. Acknowledge your complaint within 3 working days.

2. Investigate the matter fairly and confidentially.

3. Provide a written response explaining the outcome and any actions taken.

4. Aim to resolve complaints within 10 working days where possible. If more time is required, we will keep you informed.

NHS Complaints

If your complaint relates to NHS treatment or services and you are unhappy with our response, you may contact:

Parliamentary and Health Service Ombudsman

Telephone: 0345 015 4033

You can also seek free, independent advice from:

NHS Complaints Advocacy Service

Private Treatment Complaints

If your complaint relates to private treatment and you remain dissatisfied after receiving our final response, you may contact:

Dental Complaints Service

Telephone: 020 8253 0800

Confidentiality

All complaints are handled confidentially and in accordance with data protection requirements. Making a complaint will not affect your future care or treatment at the practice.

Learning From Feedback

We value patient feedback and use complaints, concerns, and suggestions to review and improve our services, policies, and patient experience.