Complaints Policy

Ollie and Darsh Ltd

If you have a complaint or concern about the service you have received from the dentist or any of the staff working here at this clinic, please let us know. We operate a practice procedure for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise with Suzy Gorman our Registered Manager, who will liaise with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your compliant.

• Within 12 months of the incident that caused the problem

Complaints should be addressed to Suzy Gorman, Registered Compliance Manager. You may ask for a meeting with her in order to discuss your concerns. She will explain the complaints procedure to you and ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your compliant

What shall we do:

We shall acknowledge your complaint within three working days and aim to look into your complaint within 14 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your compliant, we shall aim too:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology where this is appropriate
• Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else:

Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
Or you can contact:
General Dental Council
37 Wimpole Street
London
WIG 8DQ
Www. gdc—uk.org

T: 0845 222 4141 or 020 7887 3800
CQC contact details:
T: 03000 616161
E: HSCA notifications@cqc.org.uk

Approved by Suzy Gorman

January 2023