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Our complaints policy

At Stratford Dental complaints are taken extremely seriously and we always try to ensure that our patients are pleased with their experience at the practice. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the same way in which we would want a complaint about a service to be handled. We appreciate that every complaint is a learning opportunity and we respond to customers’ concerns in a caring and sensitive way therefore ensuring that patients are not discriminated against for making a complaint

The persons responsible for dealing with any complaint about the practice are Sue Davies – Customer Relations Manager or Dr Manju Kumar – Practice owner. Jo Hedderman – Clinical manager is also available if required.

If a patient complains on the telephone or at the reception desk, we will listen to their complaint and try to resolve the situation immediately. If the situation cannot be resolved satisfactorily the patient will be asked to put their complaint in writing, ideally within a matter of days because this will enable us to establish what happened more easily, then the matter is passed on to Sue Davies, Customer Relations Manager. If she is not available at the time, then the patient will be advised of this and arrangements will be made at the patient’s convenience. The member of staff will take brief details of the complaint and pass them on. Information on the complaints procedure is available in the patient waiting area. (Complaint forms are available at Reception and these must be completed with as much information as possible.) If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it. All complaints (even those that are resolved easily) are reported back to the relevant dentist and Dr Manju Kumar, a note is added to the patient’s records and copies of any correspondence received are scanned into the patient’s records and details logged in the Complaints Folder.

If the patient complains in writing the letter will be passed on immediately to Dr Manju Kumar (if for any reason Dr Kumar is unavailable the complaint will be handled in the first instance by Sue Davies or Jo Hedderman)

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

Complaints are acknowledged in writing, normally within three working days. The complaint is then investigated within ten working days of receipt to give an explanation of the circumstances which led to the complaint.

We will confirm the decision about the complaint in writing immediately after completing our investigation. Decisions on more complex complaints can take up to months or even years. In these cases the complaints are monitored on a regular basis in order that everyone is kept up to date on the current position.

If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. Where a complaint cannot be handled within 10 working days the patient will be notified, giving reasons for the delay and a likely period within which the investigation will be completed.

We will confirm the decision about the complaint in writing immediately after completing our investigation.

Proper and comprehensive records are kept of any complaint received. Copies of all correspondence and conversations relating to the complaint are stored on the patient’s records and in the Complaints folder.

If patients are not satisfied with the outcome of our procedure then we will advise them that further help is available from

The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croyden CR0 6BA (08456 120 540) or email - for complaints about private treatment

The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body) (0845 222 4141) email -

Care Quality Commission, National Customer Service Centre, City Gate, Gallowgate, Newcastle upon Tyne NE1 4PA. (03000 616161)

Email –

Stratford Dental CQC Registration Number 200774787. This information is also available on the practice brochure.

Policy updated January 2018

Policy review January 2019

Jo Hedderman Clinical Manager

Sue Davies Customer Relations Manager

Charlotte Gault Dental Nurse