Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service, and to resolve any complaints as efficiently, effectively, and politely as possible. We take complaints very seriously, investigating them in a full and fair way, and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Sarah Whelan and Natalie Rogers are the Complaints Liaison team and will be your personal contact to assist you with any complaints.

You can send your complaints to 43 Busticle Lane, Sompting, West Sussex, BN15 0DJ, call us on (01903 754224) or email the Complaints Liaison team on sompting@dentalessence.co.uk.

If the Complaints Liaison team are unavailable, we will take brief details about the complaint and will arrange for a phone call when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible to those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Liaison Team will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation, and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You may also be invited to a meeting or phone call to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments, or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further, please see the contacts below. If you are dissatisfied with our response to a complaint, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts

GDC private dental complaints service can be contacted by calling 0208 253 0800 or visiting www.dentalcomplaints.org.uk

You can contact the Parliamentary Health Ombudsman by calling: 0345 015 4033

The Care Quality Commission (CQC), who regulates private and NHS dental care services in England, can be contacted by calling 03000 616161. They can take action against a service provider that is not meeting their standards who may be able to help.

By contacting your local ICB at NHS Sussex, Sackville House, Brooks Close, Lewes BN7 2FZ, or by calling 0300 1409854. Email: sxicb.complaints@nhs.net

DENTALESSENCE SOMPTING
BN15 0DJ
Last modified: 21 May 2025 – Dentalessence Sompting, 43 Busticle Lane, BN15 0DJ