Complaints procedure

If you have a complaint or concern about the service you have received from the dentist or any of the staff working in The Dutch Barton Dental Practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaint system adheres to national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because 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:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Simon Fieldhouse in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What we will do

We will acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We will then be in a position to give you an explanation or offer a meeting with those involved. In investigating your complaint we aim to:

  • Find out what happened and what went wrong
  • Enable you to discuss the problem with those concerned, if you would like this
  • Ensure 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

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this because of physical or mental illness or are a child under 16 years.