At Bristol Dental Specialists, we strive to meet your expectations of service excellence. Should you have any concerns or complaints regarding any aspect of our service, we value your feedback to identify areas for improvement and ensure future satisfaction. Our goal is to learn from feedback and enhance the quality of care we provide to our patients. We handle complaints courteously and promptly, aiming for swift resolution.

Making a Complaint:

To make a complaint or offer suggestions for improvement, please contact Michelle Frank, our Practice Manager, responsible for complaint resolution:

By telephone: 0117 450 6666
By email: [email protected]
By letter: Michelle Frank, Bristol Dental Specialists, 24 Berkeley Square, Bristol, BS8 1HP In person

If the practice manager is unavailable when you contact us, we will schedule a convenient time for you to be contacted. Please provide brief details of your complaint to assist us in gathering relevant information before reaching out to you. You will receive a copy of the notes made for the Practice Manager.

For urgent matters, a senior member of our dental team will address your complaint promptly.

If your complaint pertains to dental treatment or fees, we will usually arrange for the concerned dentist to contact you, unless you prefer otherwise.

We acknowledge all complaints in writing, typically within three working days, and enclose a copy of this code of practice.

Investigating a Complaint:

We offer to discuss your complaint and inquire about your preferred mode of communication for updates (telephone, letters, email, or face-to-face meetings). We will inform you of the complaint resolution process and estimated timeline for completion. If you opt not to further discuss the complaint, we will still provide an expected investigation timeline.

We aim to investigate complaints within 10 working days and keep you informed of our progress. Upon completion, we will furnish you with a comprehensive written report detailing our investigation process, conclusions, remedial actions taken, and any further steps deemed necessary.

Records:

We maintain detailed records of all complaints received and actions taken following investigation. Regular review of these records ensures accountability and continuous service improvement.

If Unsatisfied:

If you remain dissatisfied with the outcome of our investigation into your dental treatment complaint, you may escalate the matter to relevant external bodies. For complaints regarding private treatment:

Dental Complaints Service
Care Quality Commission
General Dental Council

Date: 20/08/2019 Review Date: August 2020