Code of Practice for Patient Complaints

At Castle Rising Dental Practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service.

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to every patient’s concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is; Mr Dryden and Mrs Sarah Woodhouse.
  2. If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him/her to Mr Dryden or Mrs Sarah Woodhouse. If Mr Dryden or Mrs Sarah Woodhouse is not available at the time, then arrangements will be made for the patient to see them at the earliest possible time. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period of time or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If a patient complains in writing the letter will be passed to Mr Dryden immediately.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of the compliant being received 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 him/her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  7. Proper and comprehensive records are kept of any complaint received.


If patients are not satisfied with the result of our procedure then a complaint about NHS services may be made to; Patient Advice and Liaison Service on 0800 587 4132. Or complaints about Private services; Dental Complaints Service on 08456 120 540.