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Bedford and Associates

Complaints Policy

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We aim to learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

If you choose to make a complaint, it can be made verbally, either in person or by telephone or in writing by letter or email. The Practice Manager (Kathryn Bedford) will speak with you directly to write down the nature of the complaint and send you acknowledgement by post or email usually within three working days providing a copy of the Complaints Procedure.

The Practice Manager will offer to discuss the complaint at a time agreed time, asking how you would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. She will keep you informed about how the complaint will be handled and the likely time that the investigation will take to be completed.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

We will seek to investigate the complaint speedily and efficiently and we will keep you regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 2 months.

When we have completed our investigation, we will provide you with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

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

  • For complaints related to NHS practice:
  • NHS England
  • Customer Contact Centre
  • 0300 311 2233

  • For complaints related to private practice:
  • Dental Complaints Service,
  • Stephenson House,
  • 2 Cherry Orchard Road,
  • Croydon CR0 6BA
  • Telephone: 0208 2530800

BDA Good Practice Member