Complaints Policy

If you have a concern or complaint about High Trees Clinic, feel free to make the clinician or reception team aware either verbally or in writing. We always appreciate your feedback and take all complaints very seriously. Our aim is to ensure all of our service users are pleased with their experience at the Clinic. 

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Verbal Complaint

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If our standard of care falls below your expectation, verbal feedback can be made in person or by telephone. Details of the complaint will be immediately logged and we will aim to resolve your concern at the time of discussion. If appropriate or at your request, the complaint will be referred to the Practice Manager or Clinic Director who will discuss your complaint, investigate and aim to resolve your complaint within 10 working days.

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Written Complaint

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Alternatively, you can write or email us. We will respond within 3 working days to acknowledge we have received your correspondence and aim to respond with a resolution within 10 working days. 

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If we anticipate any delays in providing a full response, you will be notified and we will endeavour to respond within a further 10 working days or within an agreed timeframe.

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Any complaint that is about any aspect of clinical care or clinical fees, will be referred to your registered or treating clinician for investigation. 

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A meeting may be arranged with the clinic manager or relevant personnel if appropriate. 

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Complaint and feedback forms are located in the waiting room and can be left in the accompanying feedback box or handed to a member of the reception team for discussion. 

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Comprehensive records of all complaints and actions taken to improve our service are kept and will remain confidential.

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If you are not satisfied with the results of our procedure, you may wish to refer your complaint to an external body.

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The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London,

SW1P 4QP

Telephone: 0345 015 4033 www.ombudsman.org.uk

The Dental Complaints Service

The Lansdowne Building

2 Lansdowne Road

Croydon

Greater London

CR9 2ER

Telephone: 08456 120 540 www.dentalcomplaints.org.uk

The General Dental Council

 37 Wimpole Street

London

W1N 8DQ

Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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If you wish to complain about the service received in relation to your Denplan plan, their Patient Support team can be contacted and will aim to resolve your complaint within 10 working days.  

The Head of Customer Services

Denplan Limited

Simplyhealth House

Victoria Road

Winchester

SO23 7RG

email: customerrelations@denplan.co.uk.

Telephone 0800 401 402

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