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Complaints

M20 Dental Complaints Handling Policy

In this practice we take complaints very seriously and try to ensure that all our 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 being handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service that we provide is Dr Harpreet Randhawa, our Complaints Manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer him or her to the Complaints Manager. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period 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 the patient complains in writing the letter 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 normally be referred to the dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
  6. We will seek to investigate the complaint within ten 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 with ten 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 the 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, Greater London, CR9 2ER (Telephone: 08456 120540) for complaints about private treatment.
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 2224141), the dentists’ regulatory body for complaints about professional misconduct.
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Patient Reviews & Testimonials

Excellent !! was extremely nervous but made me feel very relaxed lovely staff and great service highly recommend.

T Milner | 09/06/2017

Excellent service! LS1 Dental is a highly professional team made by approachable and friendly people. They will explain in simple word what you need, and will help you carry on with your oral hygene at home. Very very happy!

Leire | 08/26/2017
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Get In Touch Today

0161 445 3344 info@m20dental.co.uk 152 Burton Road, Didsbury, Manchester, M20 1LH

If you have any dental questions or queries please feel free to get in touch. We try our hardest to get back to you as soon as possible. If you would prefer, please give us a call on 161 445 3344.

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