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Customer Complaints Policy

At The Campbell Clinic we pride ourselves in providing the highest standard of care possible to all of our customers. If you have any suggestions for improvement or issues with the care you receive at the practice then please let us know, as we are keen to improve our service in any way possible.

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. The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.

We will acknowledge any 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 a complainant 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.

We will confirm the decision about the complaint in writing immediately after completing our investigation. Proper and comprehensive records are kept of any complaint received.

If you are not satisfied with the result of our procedure then a complaint may be made to:

• The Dental Complaints Service (08456 120 540) for complaints about private treatment

• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists' registration body)