Complaints Private

Super Smile Dental

Complaints Handling Policy (Private Treatment)

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. The 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 customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is
    Ali El Maadarani complaints manager.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and if appropriate ask if the complaint could be put in writing. The member of staff will make a note of the conversation, and pass to the complaints manager.
  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. The complaints manager 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. 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 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 immediately after completing our investigation
  7. Proper and comprehensive records are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure, then a complaint may be made to:
    • The Dental Complaints Service (DCS) 0845 612 0540 in office hours (Mon – Fri 9am – 5pm) or email
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ tel: 020  8253 0800
    • Cardiff and Vale Community Health Council 029 2075 0112
    • Healthcare Inspectorate for Wales Welsh Government, Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ
      tel: 0300 062 8163 or visit
      Date: 31.1.22
      R/V Date: 31.1.23