Code of Practice for Handling Complaints
Lavender Hill Dental
At Lavender Hill Dental, we take complaints very seriously and always strive to ensure our patients are satisfied with their experience. If a complaint arises, we handle it promptly and courteously, aiming to resolve the issue as quickly as possible.
Making a Complaint
The person responsible for managing complaints at our practice is Priscila Kolbe Britto.
How to make a complaint:
- In person or by phone: We’ll listen carefully and refer you to Priscila Kolbe Britto. If unavailable, a staff member will record your concern and arrange a follow-up.
- In writing: Written complaints should be addressed to Priscila Kolbe Britto and will be dealt with promptly.
- Clinical complaints: If your concern relates to clinical care or charges, it will normally be referred to the dentist unless you request otherwise.
Our Process
- Acknowledgment of your complaint and a copy of this code will be provided within 3 working days.
- We will aim to complete our investigation within an agreed timeframe.
- If more time is needed, we’ll inform you of the delay and provide an expected completion date.
- A written response with our findings and decision will be sent within 14 days.
- All complaints are logged and documented comprehensively.
Important Notes
- We welcome feedback and complaints. You will not be treated unfairly for raising a concern.
- We may need to share relevant patient information with insurers, indemnifiers, or legal advisers if a complaint or claim is made.
Alternative Contacts
NHS England
NHS England Customer Support Centre
PO Box 16738, Redditch, B97 9PT
Tel: 0300 311 2233 (Mon–Fri, 8am–6pm)
Email: England.contactus@nhs.net
Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
Dental Complaints Service
37 Wimpole Street, London, W1G 8DQ
Tel: 020 8253 0800 (Mon–Fri, 9am–5pm)
General Dental Council
37 Wimpole Street, London, W1G 8DQ
Tel: 020 7887 3800 or 0845 222 4141
Website: www.gdc-uk.org
Care Quality Commission (CQC)
The CQC does not investigate complaints directly, but welcomes feedback.
Feedback form: Give Feedback on Care
Tel: 03000 616161 (Mon–Fri, 8:30am–5:30pm)
Approved by: Morvarid Tadaion, Cristian Manu, Priscila Kolbe Britto
Date Published: 25/04/2022
