Complaints
If something hasn’t been right, we want to know. Most problems can be put right quickly if we hear about them early.
How to tell us
Speak to any of us at the practice, call 020 7946 0312, email reception@tranquilvaledental.co.uk, or write to Lucy Fenn, Practice Manager, Tranquil Vale Dental, 53 Tranquil Vale, Blackheath, London SE3, Blackheath, London SE3. Someone else can complain on your behalf with your written permission.
What happens next
- We acknowledge your complaint within three working days.
- Lucy looks into it, talks to the people involved, and offers you a meeting or a call if you’d like one.
- We send you a full written response within ten working days. If it will take longer, we’ll tell you why and update you at least every ten working days.
- Your complaint is handled in confidence and kept separate from your dental records.
- Making a complaint will not affect your care here.
If you’re not satisfied with our response
- Dental Complaints Service. For private dental treatment, the Dental Complaints Service offers a free, impartial service. It can help with explanations, apologies, refunds and contributions towards putting treatment right. It will usually ask you to raise your complaint with us first. Complaints should be made within 12 months of the treatment, or within 12 months of when you became aware of the problem. Website: dcs.gdc-uk.org. Telephone and postal address: shown here in a live build, as published by the Dental Complaints Service.
- General Dental Council. If you’re concerned about a dental professional’s fitness to practise, such as their conduct or the safety of their care, you can raise it with the GDC at gdc-uk.org.
- Care Quality Commission. CQC doesn’t resolve individual complaints, but it wants to hear about your experience of care, which helps it decide where and when to inspect: cqc.org.uk.
Our procedure in full
The written procedure is available at reception, and we can email it to you. Complaints lead: Lucy Fenn, Practice Manager.