Complaints Policy

Our aim is always to put patient needs first. Sometimes we understand things don't go to plan or to the high levels of standards we set ourselves. 

We take complaints very seriously and deal with your complaint thoroughly and promptly so that the matter is resolved with the right outcome in as short a time frame as possible.

Who can complain?

A complaint may be made by the person who has been directly affected by a particular action or issue, or it can be made by a person acting on their behalf.

Protecting patient confidentiality is a legal requirement and if consent is in doubt, the patient or the person affected will be asked to sign a consent form.

How to complain

You can:

• Raise your concern directly to any member of our team verbally in person or by calling the practice.
• Send an e-mail to info@glendairdental.co.uk or write to us at Glendair Dental Practice, The Surgery, Limes Avenue, Alfreton, DE55 7DW

What happens next:

• We will acknowledge your complaint
• We will investigate your concerns and keep you informed on progress
• We will provide a written response
• You may respond with details of dissatisfaction; we will review your comments and provide results of our review; we will also provide details of how you can escalate your concerns for independent review

Financial Ombudsman - https://www.financial-ombudsman.org.uk/

complaint.info@financial-ombudsman.org.uk

Call the helpline on 0800 023 4567

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.