12A King Street, Luton LU1 2DP

Luton Dental Practice Complaints Procedure

We aim to make your treatment at Luton Dental Practice as pleasant as possible whenever you visit us.

However, if you feel you have not been treated as you would like or are dissatisfied with any aspect of our practice, we encourage you to tell us. It will be processed with great attentiveness and taken very seriously.

This is because we believe in the power of honest feedback to prompt a proper response.

We aim to provide the sort of service that eventually does not require a complaint procedure.

However, we are pragmatic and understand that to get there, we need to truly value constructive criticism and show that we are able to learn from it. Your complaint will be handled sensitively and tactfully, always.

We have a dedicated complaints manager who will ensure the issue is addressed.

We aim to acknowledge any complaints received within 72 hours.

From here, we internally investigate the complaint within 10 working days of receipt to properly outline the conditions that prompted the complaint.

The patient can then meet us in person or discuss the matter over the phone.

If the 10 working days allocated for investigation elapses, we will notify the patient and specify a new time frame for concluding the investigation.

Proper and comprehensive records are kept of any complaint received and any actions taken to improve services as a consequence of a complaint.

If patients are not satisfied with the result of our procedure, then a complaint may be referred to:

  • NHS England, PO Box 16738, Redditch B97 9PT (email: England.contactus@nhs.net) or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (Telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment).
  • Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment.
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’ registration body.