Complaints Procedure

If you have a complaint or concern about the service you have received from your dentist or any member of our staff, please let us know.

How to complain:

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

Complaints should be addressed to the relevant dentist, Martin Turner, Andrew Lesak or James Ball at 153 Otley Old Road, Lawnswood, Leeds, LS16 6HN or telephone 0113 2678129.

Alternatively, you may ask for an appointment with Joanne Harris or with one of the dentists to discuss your complaint.

What we will do:

We shall acknowledge your complaint or concern within three working days of receipt. We will investigate your complaint within ten working days. We shall then offer you an explanation and/or a meeting to discuss this complaint.

In investigating your complaint, we shall aim to:

• Establish the facts.
• Make it possible for you to discuss the problem concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else:

• If you are complaining on behalf of a patient, we would adhere to the rules of confidentiality
• We would therefore need the patient’s permission for you to act on their behalf.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

If you wish for further advice, you should contact:

For patients who have received private treatment:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
T: 0208 253 0800
W: dcs.gdc-uk.org

For patient with a Denplan payment plan:

Denplan Clinical Mediation Service
Simplyhealth House
Victoria Road
Winchester
SO23 7RG
T: 0800 169 7220
E: clinicalmediationservice@denplan.co.uk

You may also like to contact the General Dental Council for more advice:

General Dental Council
37 Wimpole Street
London
W1G 8DQ
T: 0207 167 6000