Broadway Dental Care
Complaint handling policy (private treatment)
Introduction
At Smile Art Dental, we are committed to providing a high standard of care and service to all our patients. We recognise that occasionally, patients may feel dissatisfied with some aspect of their experience. This policy sets out how private patient complaints will be handled in a prompt, fair, and professional manner. We encourage feedback and view complaints as an opportunity to learn, improve our services, and ensure that patients are always treated with dignity and respect.
Who This Policy Applies To
This policy applies to all private patients who receive dental treatment at Smile Art Dental. A separate process exists for NHS patients in accordance with NHS complaints procedures.
How to Make a Complaint
If you are unhappy with any aspect of your treatment or the service you have received, you can make a complaint:
or
Valley Dental Practice, 83 Loughton Way, Buckhurst Hill, IG9 6AS
Please include your full name, contact details, details of your concern (including relevant dates), and the names of any staff involved.
Timeframe for Raising a Complaint
Complaints should ideally be made as soon as possible after the event—preferably within 6 months, and no later than 12 months after the incident or discovery of the issue.
How Your Complaint Will Be Handled
We will acknowledge receipt of your complaint in writing within 3 working days.
The complaint will be reviewed by the Practice Manager or Complaints Lead.If the matter involves clinical care, the treating dentist may be consulted.
We aim to provide a full written response within 20 working days of receiving your complaint.If more time is needed (e.g. for clinical review), we will inform you and keep you updated throughout the process.
Where appropriate, we may offer a meeting to discuss the outcome or next steps.We will confirm any decisions or agreed actions in writing.
Escalation Process
If you are not satisfied with the outcome of your complaint, you may refer the matter to:
For Clinical Complaints
Dental Complaints Service
(for private dental treatment in the UK)
Website: www.dentalcomplaints.org.uk
Tel: 020 8253 0800
For Professional Conduct Concerns
General Dental Council
Website: www.gdc-uk.org
Tel: 020 7167 6000
Confidentiality
All complaints will be handled in strict confidence and in accordance with data protection laws. Only staff directly involved in managing the complaint will have access to relevant information.
Continuous Improvement
All complaints are logged and reviewed regularly by the management team to identify trends, staff training needs, or service improvements. Lessons learned from complaints are shared with the wider team, where appropriate.
Contact Details
Complaints Manager
Smile Art Dental
Broadway Dental care, 1 Compton Road, Winchmore Hill N21 3PA
Valley Dental Practice, 83 Loughton Way, Buckhurst Hill, IG9 6AS
Email: broadway.dentalcare2@nhs.net
Phone: 0208 360 1238 – Broadway Dental Care, 0208 504 5787 – Valley Dental Practice
Policy Review Statement
All practice policies are reviewed on an annual basis to ensure they remain accurate, relevant, and compliant with current regulations and best practice guidelines. Amendments will be made as necessary to reflect changes in legislation, clinical standards, or operational needs.
