Castle Dental Care, Tangmere Square, Castle Vale, Birmingham, B35 6DL

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Complaints Procedure Policy

Code of practice for patient complaints

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint about the service that we provide is Mrs Colette Jinks Practice/Complaints Manager. Her Deputy is Mrs Rebecca Frost.
  • If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately or in her absence her Deputy. If the Complaints Manager or her Deputy is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager/Deputy and arrangements will be made for this to happen. The member of staff will take brief details of the complaint which will be passed to the Complaints Manager or deputy and provide the patient with a copy. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
    Note: You can seek advice or complain to NHS England (see details below)
  • If the patient complains in writing it will be passed on immediately to the Complaints Manager.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings or letters. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint further, we will still inform them of the expected timescale for completing the process.
  • We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 6 months.
  • When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.
  • Proper and comprehensive records will be kept of any complaint received and the action taken. These records will be reviewed regularly to ensure that we take every opportunity to improve our service.
  • If patients are not satisfied with the result of our procedure then a complaint may be referred to the following.

For complaints about NHS treatment:


  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP
  • Telephone: 0345 015 4033
  • Website:

For complaints about Private treatment:

  • Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
  • Telephone: 08456 120 540


  • General Dental Council, 37 Wimpole Street, London, W1M 8DQ
  • Telephone: 0845 222 4141

Other useful contacts:

  • Citizen Advice Bureau, Kingstanding Citizens Advice Bureau, Perry Common Library, College Road, Kingstanding, Birmingham. B44 0HH
  • Telephone: 0121 244 1090
  • Website:

NHS 111 Direct:

  • Telephone: 111

NHS Choices: