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145 Hales Road, Cheltenham, GL52 6TD
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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, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

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.

Samantha Stewart is the practice Complaints Manager and Karen Seddon or Laura Gunter (Managers) will be your personal contacts to assist you with any complaints.

You can send your complaints to 145 Hales Road, Cheltenham, GL526TD, call us on 01242 269498 or email hello@cheltenhamandcotswolddental.com for the attention of The Complaints Manager

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting or phone call when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working day to keep you informed of the reason for any delays, 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. We will make our response clear, addressing each of your concerns as best as we can. You will also be 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 regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

By post to:

Dental Complaints Service 37 Wimpole Street London

W1G 8DQ

If you are unhappy about our response to your complaint about NHS treatment you can contact NHS England.

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to:

NHS England

PO Box 16738

Redditch B97 9PT

By email to: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are: 9am to 5pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.

You can also contact The General Dental Council who may be able to help.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

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