Complaints Policy

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Faith Dental

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Effective Date: 05 June 2026

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At Faith Dental, we are committed to providing excellent care and ensuring every patient feels valued, respected, and genuinely cared for throughout their experience with us.

We welcome feedback, compliments, suggestions, and concerns, as they help us continually improve our services. When a complaint is received, it is taken seriously and handled promptly, fairly, and professionally, with the aim of achieving a satisfactory resolution wherever possible.

Importantly, patients who raise concerns or make complaints will never be treated differently or disadvantaged in any way as a result.

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Complaints Lead

Mrs Heather Smith
Complaints Lead

Faith Dental

Email: heather@faithdental.co.uk

Telephone: 01302203545

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How to Raise a Complaint

If you have a concern regarding your care or experience, we encourage you to bring it to our attention as soon as possible.

You may:

• Speak directly to your clinician if your concern relates to treatment provided.

• Speak to a member of our reception team.

• Contact our Complaints Lead by email or post.

• Raise your concern in person or by telephone.

We will ensure that you receive appropriate support and guidance throughout the complaints process.

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Verbal Complaints

All verbal complaints received in person or by telephone will be documented and passed to the Complaints Lead.

Where possible, we will attempt to resolve the issue immediately.

If the complaint cannot be resolved within 24 hours, it will be handled under our formal complaints procedure. We will acknowledge the complaint in writing within three working days and provide information regarding the process and expected timescales.

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Complaints Made by Email or Letter

Complaints received by email or post will be forwarded to the Complaints Lead.

We will acknowledge receipt of your complaint in writing within three working days and provide information regarding the complaints process and expected timescales.

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Complaints Made by a Third Party

We take patient confidentiality seriously and comply with all applicable data protection requirements.

Where a complaint is made on behalf of a patient, we will require the patient's written consent before discussing or disclosing any information relating to their care, unless the complainant has legal authority to act on the patient's behalf.

For patients aged 16 years or over, consent must generally be obtained directly from the patient before information can be shared.

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Investigation Process

The Complaints Lead will review your complaint and may contact you to discuss the matter further and clarify any concerns.

Where the complaint relates to clinical care, the treating clinician will be asked to provide information and comments regarding the treatment provided. The practice will coordinate all correspondence and responses to ensure that the complaint is managed consistently and appropriately.

Most dentists and hygienists working within the practice are self-employed professionals and maintain their own professional responsibility for the care they provide. However, Faith Dental will oversee the complaints process and work with the clinician involved to investigate and respond to the concerns raised.

All complaints will be recorded and retained securely in accordance with legal and regulatory requirements.

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Response Times

We aim to provide a full written response within 20 working days.

If it is not possible to complete our investigation within this timeframe, we will keep you informed of progress at least every 10 working days and provide an updated timescale for completion.

In some circumstances, particularly where a complaint is clinically complex, we may need to seek advice from our professional indemnity providers, insurers, legal advisers, or other appropriate experts. Where necessary, relevant information may be shared for this purpose in accordance with data protection requirements.

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Time Limits

Complaints should normally be made within 12 months of the event giving rise to the complaint, or within 12 months of becoming aware that there is cause for complaint.

However, each case will be considered on its individual circumstances.

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Complaints to External Organisations

We encourage patients to use our practice complaints procedure first, as this provides the best opportunity for concerns to be investigated and resolved promptly.

However, if you are dissatisfied with the outcome of our investigation or would prefer an independent review, you may contact:

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Dental Complaints Service

Telephone: 020 8253 0800

Website: https://dcs.gdc-uk.org

The Dental Complaints Service provides an independent service for complaints relating to private dental care.

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General Dental Council (GDC)

If your concern relates to a dental professional's fitness to practise, you may contact:

Website: www.gdc-uk.org

Telephone: 020 7167 6000

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Policy Review Date: June 2027