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Bow Lane Dental complaints procedure

1. The person responsible for dealing with any complaint is Amy Walters
2. If the she is not available at the time, then you will be told when you will be able to talk to her and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on
3. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the clinician, unless you do not want this to happen
4. We will acknowledge your complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days
5. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If you do not wish to meet us, then we will attempt to talk to you on the telephone. If we are unable to investigate the complaint within ten working days we will notify you, 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
7. Comprehensive records are kept of any complaint received.