Complaints procedure

Complaints procedure

Code of Practice for Handling Complaints

At Hartog Dental, we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.


1. The person responsible for dealing with any complaints about the service is Rebecca Hartog

2. If a patient complains on the telephone or at the reception desk, we will listen to His or Her complaint and offer to refer him or her to Rebecca Hartog. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to Rebecca Hartog.

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

5. We will acknowledge the patient’s complaint and a copy of this Code of Practice within three working days. You will be invited to discuss your concerns; we will seek to investigate the complaint within the agreed response period of the complaint being received to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within this agreed time period we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing immediately after completing our investigation. This will be within 14 days of the complaint received.

7. Proper and comprehensive records are kept of any complaint received.

8. The Dental Practice welcomes all complaints; any patient that makes a complaint will not be adversely treated due to having complained.

How to Complain:
Please address your complaint to Rebecca Hartog, our Clinical Director.
Rebecca can be contacted by the following methods.
In Person: Please ask at reception for Rebecca or our other Director James Morgan
By Telephone: Call our main telephone number 01962 714459
Or by email: Please email

If you raise your complaint on the telephone or at the reception desk, we will immediately refer you to Rebecca Hartog, if she is not available or you wish to speak to someone else, you should director your complaints to James Morgan, our other Director.

If neither of these people is immediately available to speak with you, the member of staff will take brief details of your complaint and make arrangements for a telephone conversation with you at a convenient time. We will keep comprehensive and confidential records of your complaint, which will be stored securely.

If you complain in writing, the letter or email will be passed immediately to the clinical director who will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will investigate the circumstances and contact you to discuss the matter as soon as practical. If we are unable to investigate the complaint within ten working days we will keep you informed giving reasons for the delay, the progress of the investigation and a likely period within which the investigation will be completed.

When the investigation has been completed, you will be informed of the outcome in writing and invited to a meeting, if appropriate, to discuss the results and any practical solutions that can be offered. The solutions could include replacing treatment, refunding fees paid, referral treatment elsewhere or other solutions that resolve your complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That is why we always welcome feedback, comments, suggestions and complaints.

If you are not satisfied with the result of our procedure then you can take your complaint further with the contacts below:

You can contact the Care Quality Commission (CQC) who may be able to help or the General Dental Council (GDC).

The CQC regulates private and NHS dental care services in England. They can take action against a service provider who is not meeting their standards.

For further advice, you could contact:

Millbank Tower

0345 015 4033

For help in making a complaint:
Independent Complaints Advocacy Service
Unit 2.1
Clarendon Business Park
Clumber Avenue
Telephone: 0845 120 3735
CQC contact details: Telephone: 03000 616161