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Freedom Dental Complaints Procedure

At Freedom Dental we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

We learn from any complaints which are made and we respond to customers’ concerns in a caring and sensitive way.

  1. The responsible Person for complaints at the practice is Dr Ainsworth and the Complaints Manager is Victoria Jones.
  2. Complaints, under normal circumstances, must be made within twelve months of the date on which the cause of the complaint occurred.
  3. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Victoria Jones immediately. If Victoria Jones is not available at the time, then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen. The member of 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.
  4. Verbal complaints resolved to the patient’s satisfaction do not need to go through the formal complaints procedure.
  5. If the patient complains in writing the letter will be passed on immediately to Victoria Jones.
  6. 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.
  7. For any formal complaint we will acknowledge the complaint in writing within 3 working days and enclose a copy of this code of practice. Patients if they wish may seek assistance from the Citizens Advice Bureau or any local patient groups.
  8. We will seek to investigate the complaint and give a written response by first class mail within ten working days of receipt of the complaint. 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.
  9. Proper and comprehensive records are kept of any complaint received.
  10. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Dental Complaints Service (08456 120 540) for complaints about private treatment.
    • NHS England for complaints about NHS treatment 0845 050 0194
  11. If patients are still not satisfied after investigation by NHS England then they may take their complaint up with the Parliamentary and Health Services Ombudsman. 0345 015 4033

Getting in touch

  • 105 Station Road
  • Cheadle Hulme
  • Cheshire
  • SK8 7BG
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