Complaints Procedure
Last Updated: March 2026
Our Commitment to You
At Waterden Dental Practice, we take complaints very seriously. Our goal is to ensure that all 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 Promise: We aim to react to complaints in the way we would want our own complaint about a service to be handled. We learn from every mistake we make and respond to concerns in a caring and sensitive way.
Who to Contact
The person responsible for dealing with complaints about our service is:
Practice Manager: Kerry Scott
Phone: 01483 565 290
Email: info@waterdendental.co.uk
Address: 4 Waterden Road, Guildford, Surrey, GU1 2AW
How to Make a Complaint
By Phone or In Person
If you complain on the telephone or in person, we will listen to your complaint and offer to refer you to the Practice Manager immediately. If the Practice Manager is not available at the time, you will be informed when they will be able to speak with you and arrangements will be made for this to happen. The member of staff will take brief details of your complaint and pass them on to the Practice Manager.
If we cannot arrange this within a reasonable period, or if you do not wish to wait to discuss the matter, arrangements will be made for another senior member of staff to deal with it.
In Writing or By Email
If you complain in writing or by email, your complaint will be passed immediately to the Practice Manager. Please include as much detail as possible to help us investigate your concerns thoroughly.
Complaints About Clinical Care
If your complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist concerned, unless you do not want this to happen. We will respect your wishes in this matter.
What Happens Next
Acknowledgment
We will acknowledge your complaint in writing and enclose a copy of this procedure within three working days of receiving it.
Investigation
We will investigate your complaint within ten working days of receipt to provide an explanation of the circumstances that led to the complaint. If you do not wish to meet with us, we will attempt to discuss the matter with you by telephone.
If we are unable to complete the investigation within ten working days, we will notify you, giving reasons for the delay and a likely timeframe for completion.
Response
We will confirm the outcome of our investigation in writing immediately after completing it. This will include an explanation of our findings and any actions we propose to take as a result.
Records and Learning
We keep proper and comprehensive records of:
- Any complaint received
- All steps taken during the investigation
- The outcome of the complaint
- Any actions taken to improve services as a consequence of the complaint
This helps us to learn from mistakes and continuously improve the quality of care we provide to all our patients.
If You Are Not Satisfied
If you are not satisfied with the outcome of our internal complaints procedure, you have the right to refer your complaint to an independent body. You may contact:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
0345 015 4033
Dental Complaints Service
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
08456 120 540
General Dental Council (GDC)
37 Wimpole Street, London, W1G 8DQ
0845 222 4141
The GDC is the dentists' regulatory body for complaints about professional misconduct.
Important: Making a complaint will not affect your treatment or your relationship with the practice. We value your feedback as it helps us improve our services for everyone.
