Complaints Procedure

At Allen Dental Care @ St Edward Street Dental Practice, we are committed to providing high-quality dental care in a professional and respectful environment. We value feedback from our patients and take all complaints seriously to continually improve our services.

How to Make a Complaint

If you are unhappy with any aspect of your care or experience at our practice, please submit your complaint by email only.

Please include the following in your email:

• Your full name and contact details

• A clear description of your concern or complaint

• The date(s) of the incident or treatment

• Names of any staff involved, if known

• Any supporting information or documents

Email your complaint to:

stedwardstreetdental@gmail.com

Subject: Formal Complaint – [Your Full Name]

What Happens Next?

• We will acknowledge your complaint within 3 working days of receiving your email.

• A full investigation will be conducted by the Practice Manager or a senior member of staff.

• You will receive a detailed written response within 20 working days. If a full response is not possible within this time, we will inform you of the reason for the delay and provide an estimated timeline.

• All complaints are treated with sensitivity and confidentiality.

• We aim to resolve issues promptly and fairly, and where appropriate, we may offer an apology or take action to correct the matter.

If You Remain Dissatisfied

If you are not satisfied with our response, you may escalate your complaint to the following bodies:

• NHS Patients (if applicable):

  Parliamentary and Health Service Ombudsman

  Website: www.ombudsman.org.uk

  Tel: 0345 015 4033

• Private Patients:

  Dental Complaints Service (for private dental care)

  Website: www.dentalcomplaints.org.uk

  Tel: 020 8253 0800

We always strive to resolve concerns amicably and thank you for helping us maintain the highest standards of dental care.