In this practice, we take complaints very seriously indeed and try to ensure that all clients are pleased with their experience of our service. When clients 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 clients concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint about the service we provide is Dr Derek Van Staden.
  • If a client complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Dr Derek Van Staden immediately.

If Dr Derek Van Staden is not available at the time, then the client will be told when he or she will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the client does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

  • If the client complains in writing the letter will be passed on immediately to Dr Derek Van Staden.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist unless the client does not want this to happen.
  • We will acknowledge the client’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. If the client does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the client, giving reasons for the delay and a likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing to the client immediately after completing our investigation.
  • Proper and comprehensive reports are kept of any complaint received.
  • If clients are not satisfied with the result of our procedure then a complaint may be made to:

    NHS Patients – Chief Executive NHS Suffolk, Rushbrook House, Paper Mill Lane, Bramford, Ipswich IP8 4DE. Tel: 01473 770169 / 770150, E-Mail:
    Private Patients – The General Dental Council 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)

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