Complaints Procedure
We take patient feedback seriously. If something hasn't met the standard you would expect, we want to know — and to put it right.
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients' concerns in a caring and sensitive way.
How to make a complaint
If you have a complaint or concern about the service that you have received from Campos Dental, please let us know. You can do this in any of the following ways:
- In person — speak to any member of our team while you are in the practice.
- By phone — call us on 020 3971 2000 and ask to speak with the Complaints Manager, Steven Jacobs.
- In writing — email us at [email protected] or write to: Complaints Manager, Campos Dental, 70 Edgware Way, Edgware, HA8 8JS.
What we will do
1. Acknowledge your complaint
We will acknowledge your complaint in writing — usually by email — within three working days of receipt.
2. Investigate
We will investigate your complaint thoroughly and aim to provide a full written response within ten working days. If the matter is more complex and a full response is going to take longer, we will write to you to explain why, and let you know when you can expect a full response.
3. Respond
Our written response will:
- Set out what we have found
- Explain our position
- Set out any steps we will take to put things right
- Apologise where we are at fault
- Offer you the opportunity to discuss the matter with us in person
4. Keep records
Records of complaints will be kept separately from the patient's clinical records. They will be retained securely and only used to monitor and improve the service we provide.
If you are not satisfied with our response
If you are not satisfied with our response to your complaint, you may contact one of the following organisations, depending on the nature of the complaint:
Private dental treatment
The Dental Complaints Service is a free and impartial service for resolving complaints about private dental treatment.
Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER
Tel: 020 8253 0800
Website: www.dentalcomplaints.org.uk
Concerns about a dental professional's conduct
The General Dental Council (GDC) is the regulator of dental professionals in the UK.
General Dental Council
37 Wimpole Street, London, W1G 8DQ
Tel: 020 7167 6000
Website: www.gdc-uk.org
Concerns about the standards of the practice
The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England.
Care Quality Commission
Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk
Our commitment
We will treat every complaint as an opportunity to learn and improve. We will not discriminate against any patient who raises a concern. All complaints are reviewed by the practice management team as part of our ongoing quality assurance.
Contact
Complaints Manager: Steven Jacobs
Campos Dental Clinic Ltd
70 Edgware Way, Edgware, HA8 8JS
CQC Provider ID: 1-13592377876
Email: [email protected]
Phone: 020 3971 2000