1. Purpose and Scope

This Complaints Policy sets out the procedure for raising, investigating, and resolving complaints at Priory Dental Clinic. It applies to all patients, their representatives, and any person who has received or sought to receive treatment at the Clinic. This policy is designed to ensure that complaints are dealt with promptly, fairly, and sensitively, and that lessons learned are used to improve patient care and service delivery.

2. Responsible Persons

3. How to Make a Complaint

1. Verbally: You may raise a concern or complaint directly with any member of staff, who will listen and attempt to resolve minor issues immediately where possible. If the issue cannot be resolved on the spot, staff will escalate it to the Practice Manager.
2. In Writing: You may submit a written complaint by:
   • Post: Practice Manager, Priory Dental Clinic, 68 Priory Road, Kenilworth, CV8 1LQ
   • Email: admin@priorydentalclinic.co.uk
   Please include your full name, date of birth, contact details, a clear description of your concern, the date(s) of treatment involved, and what outcome you are seeking.
3. On Behalf of a Patient: A complaint may be made by a representative (such as a family member, carer, or legal guardian) on behalf of a patient, provided the patient has given their written consent where they are able to do so. This protects patient confidentiality under UK GDPR.
4. Time Limits: We ask that complaints are raised as soon as reasonably possible and ideally within 12 months of the incident, or within 12 months of becoming aware of a problem. Complaints received outside this timeframe will still be considered where there is good reason for the delay.

4. Complaints Handling Timeline

Timeframe	Action
Immediately	Complaint received verbally or in writing by a member of staff.
Same day	Staff member listens, apologises for the patient's experience, and escalates to the Practice Manager if unresolved.
Within 3 working days	Written acknowledgement sent to the complainant. Complaint logged in the complaints register.
Within 10 working days	Initial investigation completed. Complainant contacted with progress update if full response is not yet ready.
Within 20 working days	Full written response provided, including findings, explanation, and any remedial actions taken.
If unresolved	Complainant advised of their right to escalate to the Dental Complaints Service, GDC, or CQC.

5. Investigation Process

On receipt of a complaint, the Practice Manager will:

• Log the complaint in the Complaints Register, recording the date received, nature of the complaint, and the complainant's details.
• Acknowledge receipt in writing within 3 working days, confirming who is handling the complaint and the expected response timeframe.
• Review relevant clinical records, appointment notes, and any other relevant documentation.
• Speak with any members of staff involved in the matter, in a sensitive and confidential manner.
• Consult with the treating clinician and/or Principal Dentist where the complaint involves clinical matters.
• Prepare a full written response that addresses each point raised, explains the Clinic's findings, and where appropriate, offers an apology and outlines any remedial steps.

All investigations will be carried out with sensitivity, impartiality, and in full compliance with our data protection obligations.

6. Written Response

Our written response will:

• Address each issue raised in the complaint clearly and fully
• Explain our findings following investigation
• Include an apology where appropriate (an apology is not an admission of liability)
• Outline any steps taken or planned to prevent recurrence
• Advise on the right to escalate if the complainant remains dissatisfied

We aim to provide a full response within 20 working days of acknowledging the complaint. If more time is needed due to complexity, we will inform you and agree an extended timeframe.

7. Escalation — External Bodies

If you are not satisfied with our response, or if you do not wish to raise your complaint directly with us, you may contact the following independent organisations:

Organisation	Remit	Contact
Dental Complaints Service (DCS)	Free, independent service for private dental treatment complaints. Can assist with resolution.	0208 253 0800 www.dentalcomplaints.org.uk
General Dental Council (GDC)	Regulates dental professionals. Handles concerns about a clinician's fitness to practise	020 7167 6000 www.gdc-uk.org
Care Quality Commission (CQC)	Regulates health and social care providers in England. Handles concerns about care standards.	03000 616161 www.cqc.org.uk
Parliamentary & Health Service Ombudsman	Investigates unresolved NHS complaints (not applicable here as we are private only, but available for wider concerns).	0345 015 4033 www.ombudsman.org.uk

8. Confidentiality

All complaints will be handled in strict confidence. Information will only be shared with those directly involved in investigating and resolving the complaint. Patient records will be accessed only to the extent necessary for the investigation.

Complaints and investigation records are stored securely and retained for a minimum of 10 years in accordance with good practice guidance. They are separate from clinical records.

9. Learning and Continuous Improvement

All complaints are logged and reviewed regularly by the Practice Manager and Principal Dentist. Themes and trends are identified to inform staff training, clinical processes, and service improvements.

An annual review of complaints data is conducted and used to update this policy and our internal procedures. Significant complaints or patterns may be discussed at team meetings, with patient details anonymised.

10. Unreasonable or Persistent Complaints

We are committed to treating all complainants with respect and expect the same in return. Where a complainant is abusive, threatening, or persistently unreasonable in a way that hinders investigation, we reserve the right to restrict communication to written correspondence only or to conclude our involvement in the complaint.

This decision will be made by the Principal Dentist and will be communicated to the complainant in writing, together with information on external escalation options.

11. Complaint Submission Form

Full Name

Date of Birth

Address

Email

Date(s) of Treatment

Name of Treating Clinician (if known)

Nature of Complaint

Outcome You Are Seeking

Signature

Date