{"id":897,"date":"2026-04-05T22:22:04","date_gmt":"2026-04-05T22:22:04","guid":{"rendered":"https:\/\/studio.himenedesign.uk\/dentalclinic\/?page_id=897"},"modified":"2026-04-05T22:22:06","modified_gmt":"2026-04-05T22:22:06","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/studio.himenedesign.uk\/dentalclinic\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\n<p><strong>Last Updated: April 2026<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">We Welcome Your Feedback<\/h3>\n\n\n\n<p>We take complaints very seriously and are committed to investigating them fairly and promptly. This procedure ensures your concerns are heard and addressed professionally.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How to Make a Complaint<\/h3>\n\n\n\n<p>You can make a complaint in any of these ways:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>In person:<\/strong> Speak to our reception team at the practice<\/li>\n\n\n\n<li><strong>By phone:<\/strong> [YOUR PHONE]<\/li>\n\n\n\n<li><strong>By email:<\/strong> [YOUR EMAIL]<\/li>\n\n\n\n<li><strong>By post:<\/strong> Write to [COMPLAINTS MANAGER NAME], [YOUR CLINIC NAME], [YOUR ADDRESS]<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Complaints Manager<\/h3>\n\n\n\n<p><strong>Name:<\/strong> [YOUR COMPLAINTS MANAGER NAME]<br><strong>Email:<\/strong> [YOUR EMAIL]<br><strong>Phone:<\/strong> [YOUR PHONE]<br><strong>Available:<\/strong> [YOUR OFFICE HOURS]<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Our Complaints Process<\/h3>\n\n\n\n<p><strong>Stage 1: Acknowledgement (Within 5 working days)<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We acknowledge receipt of your complaint<\/li>\n\n\n\n<li>We confirm we will investigate<\/li>\n\n\n\n<li>We provide a timeframe for our response<\/li>\n<\/ul>\n\n\n\n<p><strong>Stage 2: Investigation (Within 20-30 working days)<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We investigate your complaint thoroughly<\/li>\n\n\n\n<li>We gather relevant evidence and statements<\/li>\n\n\n\n<li>We review the facts impartially<\/li>\n<\/ul>\n\n\n\n<p><strong>Stage 3: Final Response (Within 30 days maximum)<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>We provide a detailed written response with our findings<\/li>\n\n\n\n<li>We explain our decision and reasoning<\/li>\n\n\n\n<li>We offer remedies where appropriate (apology, compensation, treatment review)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">If You Are Not Satisfied<\/h3>\n\n\n\n<p>If you remain dissatisfied after our complaints process, you can escalate your complaint to:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Care Quality Commission (CQC)<\/h4>\n\n\n\n<p><strong>Telephone:<\/strong> 03000 616161<br><strong>Website:<\/strong> <a href=\"https:\/\/www.cqc.org.uk\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.cqc.org.uk\/<\/a><br><strong>Email:<\/strong> <a href=\"mailto:enquiries@cqc.org.uk\">enquiries@cqc.org.uk<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">General Dental Council (GDC) &#8211; Fitness to Practise<\/h4>\n\n\n\n<p><strong>Telephone:<\/strong> 020 7167 6000<br><strong>Website:<\/strong> <a href=\"https:\/\/www.gdc-uk.org\/\" target=\"_blank\" rel=\"noopener\">https:\/\/www.gdc-uk.org\/<\/a><br><strong>Email:<\/strong> <a href=\"mailto:fitness@gdc-uk.org\">fitness@gdc-uk.org<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">NHS Ombudsman (If NHS Patient)<\/h4>\n\n\n\n<p><strong>Website:<\/strong> <a href=\"https:\/\/www.england.nhs.uk\/about\/how-we-can-help\/complaints\/\" target=\"_blank\" rel=\"noopener\">NHS England Complaints<\/a><br><strong>Telephone:<\/strong> 0300 061 6161<br><strong>Email:<\/strong> <a href=\"mailto:complaints.england@nhs.uk\">complaints.england@nhs.uk<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Your Rights<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You have the right to make a complaint at any time<\/li>\n\n\n\n<li>You will not face discrimination for making a complaint<\/li>\n\n\n\n<li>Your complaint will be handled confidentially (subject to legal requirements)<\/li>\n\n\n\n<li>You can bring a representative to discuss your complaint<\/li>\n\n\n\n<li>You can access our complaint records about your case<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Small Claims Court<\/h3>\n\n\n\n<p>If you wish to pursue compensation through the courts, you can take a claim to Small Claims Court for amounts up to \u00a310,000. You may wish to seek legal advice from a solicitor.<\/p>\n\n\n\n<p><strong>&#x26a0;&#xfe0f; Important:<\/strong> We keep all complaints records for a minimum of 3 years as required by law.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last Updated: April 2026 We Welcome Your Feedback We take complaints very seriously and are committed to investigating them fairly and promptly. This procedure ensures your concerns are heard and addressed professionally. How to Make a Complaint You can make a complaint in any of these ways: Complaints Manager Name: [YOUR COMPLAINTS MANAGER NAME]Email: [YOUR&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_kad_post_transparent":"","_kad_post_title":"show","_kad_post_layout":"narrow","_kad_post_sidebar_id":"","_kad_post_content_style":"boxed","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-897","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/pages\/897","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/comments?post=897"}],"version-history":[{"count":1,"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/pages\/897\/revisions"}],"predecessor-version":[{"id":898,"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/pages\/897\/revisions\/898"}],"wp:attachment":[{"href":"https:\/\/studio.himenedesign.uk\/dentalclinic\/wp-json\/wp\/v2\/media?parent=897"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}