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Dr Richard Brooks | Dr Joanne Freeman

And Colleagues

Complaints Handling Policy

At the Tanshire Clinic we take complaints very seriously and our aim is to ensure that patients are happy with the service you receive. If you are unhappy,we will deal with your complaint courteously and promptly to resolve the matter as quikly as possible.

Our aim is to react to a complaint in the way in which we would want our complaint handled.We learn from every mistake that we make and we repond to patients concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaints about the service we provide is Fiona McMichen, our Complaints Manager.

2. If a patient complains on the telephone or at the front desk, we will listen and offer to refer them to the Complaints Manager. If the Complaints Manager is not available at that time then the patient will be told when they will be availble and asked if they wish to talk to the dentist and arrangements will be made for this to happen. If nobody is available to handle the complaint, the member of staff will take details of the complaint and pass them on. The dentist or Complaints Manager will aim to respond to all verbal complaints within 3 working days.If we can not arrange this or if the patient can not wait to discuss this matter,arrangements will be made for someone else to deal with this.

3. If the patient complains in writing then this will be passed on immediately to the Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will be normally referred to the dentist, unless the patient does not want this to happen.

5. If a complaint is received in writing, we will acknowledge receipt in writing and enclose a copy of this code of practice as soon as possible, normally within 7 working days of receiving the initial complaint.

6. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. We will confirm the decision about the complaint in writing immediately after completing our investigation.

8. Proper and comprehensive records are kept of any complaint received.

9. If patients are not satisfied with the result of our procedure then a complaint may be made to:


The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, CR9 2ER 

Telephone 08456 120 540