Complaints Policy

You may make a complaint:

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

If the practice manager is unavailable, a trained member of staff will take initial details and arrange a suitable time for follow-up.

If you raise a complaint, we will listen to your concerns carefully and treat them with respect and confidentiality. Your complaint will be passed to the Complaints Manager, who will review the matter and investigate it promptly.

If the complaint relates to clinical care or fees, it may be referred to the treating clinician unless you prefer otherwise.

• –We will acknowledge your complaint within 7 working days.
• –We aim to provide a full written response within 20 working days.
• –In most cases, investigations will be completed within 28 days.

If additional time is required for a thorough investigation, we will inform you of the reason for the delay, the steps being taken, and a revised expected timeframe.

All complaints are handled confidentially and used to help us improve our services.

Because Brook Dental provides private dental care, the appropriate escalation pathways are:

Dental Complaints Service

For private dental complaints only.

General Dental Council

Financial Ombudsman Service

If your complaint relates to finance agreements or credit arrangements provided through the practice.