About Finn Dental

Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly. We will never discriminate against patients who have made a complaint. Please address all complaints to Mrs Jo Sellick, Practice Manager. If we cannot resolve your complaint immediately it will be acknowledged in writing within 3 working days and we aim to provide a full response within 10 working days.

If the Practice Manager is unavailable, we will take brief details about the complaint and let you know when you can talk to a suitable team member as soon as possible. We will keep comprehensive and confidential records of your complaint, which will be stored securely. Only those persons who need to know about your complaint are informed about it and can access the details.

Should the complaint need to be investigated, this may involve the person who treated you, members of the team or others. In some cases, the investigation may take longer than 10 working days, in which case you will be informed about the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and 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 for specialist treatments or other solutions that meet your needs and resolve the complaint.

We always welcome your feedback, comments and suggestions and aim to learn from any patient complaints to improve our service to you. If you are dissatisfied with our response to a complaint you can contact one of the following organisations:

The GDC private dental complaints service:
Tel: 0845 612 0540
Web: https://dcs.gdc-uk.org/

The Care Quality Commission:
Tel: 03000 61 61 61
Web: https://www.cqc.org.uk/

The General Dental Council is responsible for regulating all dental professionals.
You can contact them via:
Email: information@GDC-org.uk
Tel: 0845 222 4141

Date reviewed: 17 Feb 2020