Complaints Procedure

Code of Practice for Patient Complaints 

At Montpelier Dental Care, we take patient complaints very seriously and are committed to ensuring a positive experience for all our patients. When a patient does express dissatisfaction, we address it courteously and promptly, aiming to resolve the matter as swiftly as possible. This procedure reflects our commitment to handling complaints professionally and with empathy. 

Our goal is to respond to complaints in the way we would wish our own concerns to be addressed. We view each complaint as an opportunity to learn and improve, addressing patient concerns in a sensitive and caring manner. 

Complaint Handling Responsibility 

The individual responsible for managing complaints at Montpelier Dental Care is Miss Rima Ramanuj, Practice Manager. The practice’s contact number & Email ID for complaints is +44 (0) 7587 880392 & pm.montpelier@alliancedental.uk 

Complaint Procedure 

• In Person or Telephone Complaints: If a patient complains in person or by phone, we will listen and refer them to the Practice Manager, Miss Ramanuj, immediately. If she is not available, the patient will be informed of when they can speak with her, and arrangements will be made to facilitate this. A staff member will take brief details of the complaint and pass them along to Miss Ramanuj. If a timely conversation with the Practice Manager is not possible or the patient prefers not to wait, another qualified team member will be assigned to handle the matter.
• Written or Email Complaints: Complaints received by email or in writing will be immediately forwarded to Miss Rima Ramanuj, the Practice Manager.
• Clinical Care or Charges Complaints: Any complaint regarding clinical care or associated charges will typically be directed to the relevant dentist unless the patient prefers otherwise.

Acknowledgment and Resolution Timeline 

• We will acknowledge receipt of the complaint in writing and provide a copy of this Code of Practice within three working days.
• Our aim is to investigate and respond to the complaint within ten working days of receipt, offering an explanation of the circumstances that led to the complaint. If the patient does not wish to meet in person, we will attempt to discuss the matter over the phone. Should additional time be needed for the investigation, the patient will be notified with an explanation for the delay and an estimated completion timeline.

Final Response and Record-Keeping 

• Upon completing our investigation, we will confirm our decision and any actions taken in writing.
• Comprehensive records of all complaints and related actions to improve service quality are maintained.

External Escalation 

If a patient is not satisfied with our internal complaint resolution, they may contact: 

•   The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1P 4QP 

Telephone: 0345 015 4033 

Website: www.ombudsman.org.uk 

•   The Dental Complaints Service

The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER 

Telephone: 08456 120 540 

Website: www.dentalcomplaints.org.uk 

•  NHS Treatment Complaints

NHS Commissioning Board 

PO Box 16738 

Redditch, B97 9PT 

Telephone: 0300 311 2233 

Email: England.contactus@nhs.net 

Website: www.england.nhs.uk 

• The General Dental Council

37 Wimpole Street, London, W1G 8DQ 

Telephone: 0845 222 4141 

The regulatory body for dentists regarding professional misconduct