Complaints Policy

Wetherby Dental & Implant Clinic

We aim to provide the highest standard of care and service to every patient. If something has not met your expectations, we want to hear about it. We take all concerns seriously, and raising a complaint will never affect the care you receive at this practice.

How to raise a concern or complaint

You can raise a concern in whichever way suits you best — in person, by phone, by email or in writing. You are welcome to speak to any member of our team, who will make sure your concern reaches the right person.

Our Complaints Lead is Adam Baxter, Principal Dentist, who is responsible for making sure every complaint is handled fairly, promptly and thoroughly.

Contact us:

  • Phone: 01937 22 73 76
  • Email: complaints@wetherbydental.co.uk
  • In writing: Wetherby Dental & Implant Clinic, Unit 124 Avenue B, Thorp Arch Estate, Wetherby, LS23 7BJ

If you are complaining on behalf of someone else, we will need their permission before we can discuss their care with you.

What happens next

  1. Acknowledgement — We will acknowledge your complaint in writing within 3 working days of receiving it, and let you know who is dealing with it and how long we expect it to take.
  2. Investigation — We will look into your complaint fully and fairly. We aim to complete our investigation and respond within 10 working days. If we need more time, we will let you know and give you a revised timeframe.
  3. Our response — Our written response will explain what we found, what happened and why, and any steps we are taking as a result. Where something has gone wrong, we will say so and apologise.

Throughout the process we will treat you with respect and keep you informed. We use feedback and complaints to learn and to improve the care we provide.

If you are not satisfied with our response

We hope to resolve every complaint directly, but if you remain unhappy with our response you can contact the following organisations:

Dental Complaints Service — a free and impartial service for complaints about private dental care. Complaints should be raised within 12 months of the treatment, or within 12 months of becoming aware of the issue.

  • Phone: 020 8253 0800 (Monday–Friday, 9am–5pm)
  • Email: info@dentalcomplaints.org.uk
  • Website: dcs.gdc-uk.org
  • Address: Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ

General Dental Council (GDC) — the regulator of dental professionals in the UK, for concerns about a dental professional's conduct or fitness to practise.

Care Quality Commission (CQC) — the independent regulator of health and social care in England. The CQC does not investigate individual complaints, but you can share your experience with them.

This policy is reviewed annually. Last reviewed: [month, year].

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