Complaint Procedure

Complaint Procedure

In the event of a complaint, we ask that you speak to a member of our team before as they will direct you to our Practice Manager or Operations Manager who will then investigate the nature of your complaint. A complaint may be made either verbally over the phone, in person, or in writing/email. If you have made your complaint verbally, you may be asked to write the key points of your complaint, and the resolution you are seeking to be addressed to the Practice Manager or the Operations Manager. This will enable us to investigate effectively and efficiently and provides an audit trail for both parties concerned. We take all complaints, comments, and feedback seriously at Romney House Dental Practice and all complaints will be dealt with respectfully and without prejudice.

Upon initiating your complaint, you will receive an acknowledgement from management alongside a copy of our Patient Complaint’s Procedure leaflet within three working days.
Following investigations, the Manager dealing with your complaint will write to you with their findings and offer of resolution. You should receive this within a time frame of 10 days, but no later than 20 days. If the investigating Manager requires additional time, they will inform you of this in writing.

-Complaints made on behalf of a patient
If you are complaining on the behalf of someone else, we must have their consent before we can proceed.

-How to make your complaint
Verbal: please speak to the team and if they cannot help, they will ask the Practice Manager or Operations Manager to discuss your concerns with you. The practice telephone is 01233 622598.
Written; you can do this by post or email to the following-Romney House Dental Practice, Romney Road, Willesborough, Kent TN24 0RW or

-If you are unhappy with the resolution of your complaint and would like to take the matter further, you are advised of the following services available to you.

NHS Patients
NHS England PO Box 16738 Redditch B97 9PT
0300 311 2233

Private/Independent Patients
Dental Complaints Service 37 Wimpole Street London W1G 8DQ
020 8253 0800

If you are unsatisfied with NHS England or the Dental Complaints Service, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organizations. Their service is free for everyone.
To take a complaint to the Ombudsman, visit or call 0345 015 4033

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