Code of practice for complaints

At All Smiles Dental Practice, we respect our patients’ right to complain. Our policy aims to fully resolve any complaints received to everyone’s satisfaction as quickly as possible, without the need to involve external authorities. Every complaint provides an opportunity to review and improve our procedures, ensuring the highest standard of service for our patients.

Complaints Procedure

Dr. A Deved, the Principal Dentist, is the designated Complaints Manager, responsible for handling all verbal and written complaints. Complaints should be addressed to Dr. A Deved and will be treated with strict confidentiality.

How to Make a Complaint Patients can make a complaint via the following channels:

Call: 0208 460 1065
Email: info@allsmilesdental.co.uk
Book an appointment with Dr. A Deved
Send a letter: 97 High Street, Bromley, BR1 1JQ

Dr. A Deved will explain the complaints procedure to the individual and ensure that concerns are addressed promptly. If an informal resolution is not possible, the patient will be provided with a copy of the Practice Complaints Procedure.

Timeframe for Complaints

We encourage patients to lodge complaints as soon as possible, ideally within a few days or weeks, to allow us to investigate effectively. If this is not possible, complaints must be submitted within six months of discovering the issue, provided it is within twelve months of the incident.

If a complaint relates to dissatisfaction with treatment received, the treating clinician will be directly involved in resolving the issue.

Complaint Documentation & Investigation

When recording complaints, we document the following details:

Date the complaint was received
Name of the recipient
Format (verbal, written, telephone)
Nature of the complaint
Results of the investigation
Outcome and patient response

All complaints are logged in a Complaints Folder, separate from clinical records.

Handling Verbal Complaints

For verbal complaints (telephone or in-person), the Practice Manager (Nina Deved) will listen and offer to refer the complaint to Dr. A Deved. If unavailable, a suitable time will be arranged for a discussion. A staff member will document brief details and forward them to Dr. A Deved.

Dr. A Deved will meet the patient in a private consultation area, allowing them to express their concerns uninterrupted. An apology will be provided where appropriate, followed by an investigation. The findings will be communicated to the patient.

Handling Written Complaints

Written complaints will be acknowledged within three working days. A thorough investigation will follow, and a written response will be sent within ten working days. If further time is required for serious complaints, patients will receive updates every ten days.

Our written response will include:

Explanation of how the complaint was considered
Conclusions reached for each aspect of the complaint
Remedial actions taken (if any)
Confirmation of further actions (if applicable)
Apology where necessary

We aim to prevent recurrence of the issue and welcome further discussion if the patient wishes.

Treatment Complaints

If a complaint involves dissatisfaction with treatment, the treating clinician will be involved from the outset and will liaise with their indemnity provider if required.

Complaints Involving Dental Plans

If treatment was provided through a dental plan, patients should contact their plan provider, as they may have a specific complaints process.

Complaints on Behalf of a Patient

If a complaint is made on behalf of a patient, we adhere to confidentiality rules and require the patient’s written consent before proceeding.

Escalating a Complaint

If a patient is dissatisfied with our resolution, they may escalate the complaint to an external authority:

Dental Complaints Service (DCS)

A free and impartial service funded by the General Dental Council. They handle complaints related to refunds, apologies, or contributions towards further treatment but do not process compensation claims.

Contact Details:
Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
Telephone: 0208 253 0800 (Monday–Friday, 9am–5pm)
Website: www.dentalcomplaints.org.uk

General Dental Council (GDC)

For serious concerns about a dental professional’s conduct, patients may contact the GDC. They do not resolve complaints or award compensation but investigate professional conduct.

Contact Details:
General Dental Council
37 Wimpole Street, London, W1G 8DQ
Telephone: 0207 167 6000
Website: www.gdc-uk.org

Care Quality Commission (CQC)

If concerns involve the safety and quality of care, the CQC investigates compliance with regulatory standards.

Contact Details:
Telephone: 0300 061 6161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk

Citizens Advice

For general information and advice on making complaints:

Website: www.citizensadvice.org.uk

Record-Keeping & Learning from Complaints

All complaints are documented comprehensively, including actions taken. The practice reviews complaint outcomes in internal meetings to discuss improvements and prevent recurrence. Meeting minutes and action plans will be recorded accordingly.

Signature: Nina Deved
Policy Updated: 26/02/2025