Complaints procedure

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaints procedure. Our complaint system adheres to national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint:

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment for Stephen Ross in order to discuss your concerns. He will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What we shall do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In investigating your complaint, we shall aim to:

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.  If you wish further advice you should contact:

Stephenson House, 2 Cherry Orchard Rd, Croydon CR0 6BA

Tel: 08456 120 540


You may also like to contact the General Dental Council for more advice.

37 Wimpole Street, London W1M 8DQ

Tel: 020 7887 3800


For those patients who have a complaint regarding treatment they have received under the NHS can also contact: PALS

Their contact details are as follow: 

Patient Advice & Liaison Service (PALS)

North West House, West Park Ring Road, Leeds LS16 6QG

Tel: 0800 0525270


For those patients registered with this practice with Denplan can contact Denplan by telephone for advice:


Tel: 0800 169 7220

The emphasis is to resolve complaints locally. Ultimately if you remain dissatisfied you have the right to contact the Healthcare Commission to ask for a review of your complaint. Any request must be made within 6 months of the final response to the complaint.

Care Quality Commission

National Correspondence, Citygate, Gallowgate, Newcastle Upon Tyne NE1 4PA


Tel: 03000 61 61 61

Details of the services that the Health Commission can offer can be found at

You may also like to contact ICAS, the Independent Complaints Advocacy Service who can offer you independent help and advice in making a complaint:

Tel: 0845 120 3734