Complaints Policy

We hope you are always happy with the care we provide but if for any reason you are not, please let us know. We take complaints very seriously, we will investigate them in a full and fair way and take great care to protect your confidentiality.  We will never discriminate against patients who have made a complaint. The best way to raise a concern is usually to speak to your dentist in person. This is the quickest way for us to address and resolve your problem. If you prefer to contact us another way, you can:

• Phone us on 01926 423563
• Write to us at The Grove Practice, 6 Beauchamp Hill, Leamington Spa, CV32 5NS
• Email us at reception@thegrovepractice.co.uk

What Happens Next

• Isobel McArthur is the complaints manager and will be your contact to assist with any complaint you have.
• If the complaints manager is unavailable when you contact us, we will take brief details about the complaint and will arrange for them to contact you when they are next available.  We will keep comprehensive and confidential records of your complaint, which will be stored securely and only accessible by those who need to know about your complaint.
• If your verbal complaint is not resolved to you satisfaction within 24 hours or if you complain in writing, the complaints manager will acknowledge it in writing within
  2 working days.
• We will investigate your complaint fully.
• We will report back to you with the outcome of our investigation and response in writing within 30 working days. If the complaints investigation takes longer than anticipated the complaints manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

What Happens if We Cannot Resolve the Problem

The Dental Complaints Service has been set up to assist private dental patients and dental professionals resolve complaints about private dental services.  To seek their help with a dental complaint:  

• telephone 08456 120540 in office hours (Monday to Friday 9am – 5pm)
• E-mail: info@dentalcomplaints.org.uk or

Complete a form via their website www.dentalcomplaints.org.uk

You can also contact Healthcare Inspectorate Wales (HIW) who is the independent inspectorate and regulator of all healthcare in Wales by calling 0300 0628163.