At Belmont Dental Practice, we are committed to providing high-quality, patient-centred care. We take all feedback and complaints seriously and use them as an opportunity to learn, improve our services and maintain trust with our patients.

How to make a complaint

We hope that most concerns can be resolved quickly and informally. Please speak to a member of our team as soon as possible, and we will do our best to resolve the issue.

If your concern cannot be resolved informally, or you would prefer to make a formal complaint, you can do so:

• In person or by telephone
• In writing
• By email

All complaints are treated confidentially and with respect.

What happens when you complain?

Your complaint will be passed to our Complaints Lead, Dr Kamakshi Modi or Laura Moldovan, the Practice Manager who will acknowledge your complaint within 3 working days.

We will investigate your concerns carefully, reviewing relevant records and speaking to the appropriate members of the team. Where appropriate, clinical advice may also be sought.

We aim to resolve complaints within 10 working days of acknowledgement. If more time is needed, we will explain the reason for the delay and keep you updated.

Once our investigation is complete, we will provide you with a response explaining our findings and any actions taken or planned.

If you are not satisfied

We hope that our complaints procedure gives us the opportunity to resolve your concerns directly. However, if you remain dissatisfied, you may seek help from an appropriate independent organisation.

For private dental treatment, you can contact the Dental Complaints Service (DCS):

Telephone: 0208 253 0800
Website: Dental Complaints Service

You can also provide feedback to the Care Quality Commission (CQC):

Telephone: 03000 616161
Website: CQC – Give feedback on care

You may also contact the General Dental Council (GDC) regarding concerns about a dental professional:

GDC – Complaints process

Time limit for making a complaint

Complaints should normally be made within 12 months of the incident, or of the date when the issue came to your attention. We will, however, consider reasonable exceptions where there is a valid reason for the delay.

Confidentiality and accessibility

All complaints are handled in confidence. Only those involved in investigating or resolving your complaint will have access to the information necessary to do so.

We will make reasonable adjustments and provide appropriate communication support to help ensure that everyone can access our complaints process.

We use complaints and feedback to identify learning opportunities, improve our services and enhance the quality and safety of patient care.