Complaints Procedure.

Our commitment

If something has fallen short, we want to hear about it. A complaint is taken seriously, handled courteously and treated in confidence, and raising one will never affect the care you receive.

Complaints are recorded separately from your clinical notes, so nothing you say here becomes part of your dental record. You can ask us for a printed copy of this procedure at reception at any time.

How to raise a concern

• — In person or by telephone: speak to a member of the team on +44 7356 215372. Many concerns are resolved the same day.
• — In writing: email hello@sunnydental.com or write to the Complaints Manager, Sunny Dental, 2 London Road, Twickenham, London, TW1 3RY.
• — On behalf of someone else: we will need their written consent before we can discuss their care with you.

What happens next

• — We acknowledge your complaint within three working days.
• — We investigate, which may include reviewing your records and speaking with the clinician involved.
• — We give you a full written response within ten working days.
• — If the investigation needs longer, we tell you why and give you a date by which you will hear from us, keeping you updated at least every ten working days.
• — Where appropriate we will offer to meet you to talk it through.

Timescales for raising a complaint

Please raise a concern as soon as you can, ideally within twelve months of the treatment or of becoming aware of the problem. We will still consider a later complaint where it is reasonable to do so.

If you are not satisfied with our response

• — Dental Complaints Service, for private dental treatment: 020 8253 0800, dcs.gdc-uk.org.
• — General Dental Council, about a dental professional's fitness to practise: 020 7167 6000, gdc-uk.org.
• — Care Quality Commission, about the safety or quality of the service: 03000 616161, cqc.org.uk.
• — Information Commissioner's Office, about how your personal information has been handled: 0303 123 1113, ico.org.uk.

Records

We keep a record of every complaint and its outcome separately from your clinical notes, and we review them regularly so the practice learns from them. Personal information in a complaint is handled as described in our Privacy Policy.