65 Molesworth Street, Wadebridge, Cornwall, PL27

Call 01208 812711


Complaints Procedure

Complaints Procedure

If you have a complaint or concern about the service you have received from your dentist or any member of our staff at the practice, please let us know.

How to complain

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

Within six months of the incident that caused the problem; or within six months of discovering that you have a problem, provided this is within twelve months of the incident happening.
Complaints should be addressed to Sarah Bennett, our Practice Manager or telephone (01208) 812711. Alternatively, you may ask for an appointment with Sarah Bennett or the dentist in order to discuss your concerns. He/She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly and with discretion.

What we will do

We will seek to investigate the complaint and respond within 25 working days of receipt. If we are unable to investigate the complaint within this time we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

In investigating your complaint we shall aim to:

  • Establish the facts
  • Make it possible for you to discuss the problem with those concerned, if you would like to do so
  • Make sure you receive an apology, where and if this is appropriate
  • Identify what action we can take to make sure the problem doesn’t happen again
  • We will confirm the decision about the complaint in writing as soon as possible after completing our investigation
  • Proper and comprehensive records are kept of any complaint received

Complaining on behalf of someone else

If you are complaining on behalf of someone else, we would adhere to the rules of confidentiality.
We would therefore need the patient’s permission, ideally in writing, for you to act on their behalf.

Complaining to the health authority

If you are not satisfied with the outcome of your complaint or concern you are entitled to contact the General Dental Council’s Dental Complaints Service.

Opening hours are Monday to Friday 9am to 5pm.

  • Phone: 08456 120 540 – Calls to this number cost the same as a local call
  • Email: info@dentalcomplaints.org.uk