Complaints Procedure
This page explains our dental complaints procedure for patients of EndoMishra Ltd, Baldock, Hertfordshire.
Dental Complaints Procedure – Our Commitment to You
We are committed to providing a high standard of care and service. If you are unhappy with any aspect of your experience, please let us know so we can put things right. We take all concerns and complaints seriously.
We will:
- Listen and treat you with respect
- Handle your complaint fairly and confidentially
- Keep a record of the concern and use feedback to improve our service
Raising a concern or complaint will not affect your ongoing care or treatment.
How to Raise a Dental Complaint
You can share your concern or make a complaint in a way that suits you:
- Phone: 01462 420825
- Post: The Manor House, 21 High Street, Baldock, Herts, SG7 6AZ
- Email: info@endomishra.co.uk
The person responsible for managing complaints is Michelle Watkins. If your concern relates to her, you can speak to any member of our team, who will ensure it is passed to the appropriate person.
If you prefer, you can ask someone to raise a complaint on your behalf, such as a family member or representative.
What Happens Next
We will acknowledge your complaint as soon as possible, and not later than 3 working days after we receive it. At this stage, we will offer to discuss your complaint so you can understand how it will be handled, the investigation period, and when a response can be expected.
Early Resolution
Where possible, we aim to resolve your concern quickly.
Investigation
If your concern is more complex, we will carry out a full investigation. We will:
- Look into your concerns fairly and carefully
- Keep you updated on progress, usually every 10 days
Our Response to Your Complaint
After investigating, we will write to you to explain what we looked at, what we found, and any action taken. We aim to respond within 6 months, unless we have agreed a different timeframe with you.
Time Limits
It is usually helpful to raise your complaint within 12 months of the event, or within 12 months of becoming aware of the issue.
If You Are Not Satisfied with Our Dental Complaints Procedure
If you remain unhappy, you can contact:
- Dental Complaints Service (private treatment complaints)
Tel: 020 8253 0800 | dcs.gdc-uk.org - Care Quality Commission (concerns about the practice)
Tel: 0300 616161 | cqc.org.uk - General Dental Council (concerns about a dental professional)
Tel: 020 7167 6000 | gdc-uk.org