Complaints Policy

It is our aim to always have satisfied patients, to meet your expectations of care and service and to
resolve any complaints as efficiently, effectively and politely as possible. We take complaints very
seriously, we investigating them in a full and fair way and take great care to protect your confidentiality.
We learn from complaints to improve our care and service. We will never discriminate against patients
who have made a complaint and we will be happy to answer any questions you may have about this
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as
possible to allow us to address your concerns promptly.
Christopher Barley is the Complaints Manager and Karen Rolfe will be your personal contact to assist you
with any complaints. We ask for all complaints in writing, we will respond within 24 hours, Dr
Christopher Barley will acknowledge it in writing within 3 working days and will aim to provide a full
response in writing within 7 working days.
Please contact info@cheltsmile.co.uk
If the Complaints Manager is unavailable, we will take details and ask for an email to be sent of the
written complaint and forward it on to the next available manager. We will keep comprehensive and
confidential records of your complaint, which will be stored securely and only be accessible only by those
who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you
informed of the reason for the delay, the progress of the investigation and the proposed date it will be
When the investigation has been completed, you will be informed of its outcome in writing. We will
discuss the results and any practical solutions that we can offer to you. These solutions could include
replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that
meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we
always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our
response to a complaint you can take it further, please see the contacts below.
For private dental treatment you can contact the GDC private dental complaints service within 12
months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800
or visiting www.dentalcomplaints.org.uk
The General Dental Council is responsible for regulating all dental professionals. You can complain using
their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167
GL50 3PE

▪ In England = the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or
visiting www.ombudsman.org.uk
▪ The Care Quality Commission (CQC) who regulates private and NHS dental care services in
England by calling 03000 616161. They can take action against a service provider that is not
meeting their standards
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