Complaints Procedure

At Beacon Park Dental, we take all complaints very seriously. We try our best to ensure that all our patients are pleased with their experience of our service. When a complaint is made, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

If you are not entirely satisfied with any aspect of our care or service, please do not hesitate to let us know as soon as possible, so we can address your concerns efficiently.

Lisa Kenny is the complaints manager here at Beacon Park Dental. She will be your personal liaison throughout the complaints process and can assist you with any queries. If your verbal complaint is not resolved to your satisfaction within 24 hours, or if you have made a complaint in writing, the complaints manager will acknowledge it in writing within 3 working days. She will aim to provide a full response in writing as soon as is possible.

If the complaints manager is not available, a member of the team will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep a comprehensive and confidential record of your complaint, which will be stored securely, and only accessible by those who need to know about your complaint.

Should the investigation into your complaint take longer than anticipated, the complaints manager will keep you informed of the reason for the delay, the stage of progress, and the proposed date that it will be completed.

When the investigation has been completed, you will be informed of the outcome in writing. You will then be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you to a specialist, or another solution that meets your need for dental care, and resolves the cause of complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, and suggestions, as well as the complaints. If you are dissatisfied with our response to the complaint, you are welcome to escalate the complaint further – please see the contact information below.

Contacts

For private dental treatment, you can contact the GDC private dental complaints services within 12 months of the treatment, or within 12 months of becoming aware of the issue by calling 020 8253 0800, or visit www.dentalcomplaints.org.uk

The GDC (General Dental Council) is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org. You can contact them at information@gdc-org.uk, or by calling 020 7167 6000.

You can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England. They can take action against a service provider that is not meeting their standards.