Terms & Conditions
At Onestop Emergency Dentist, we take all complaints seriously and aim to ensure every patient has a positive experience. If something does not meet your expectations, we want to know so that we can address the issue promptly and fairly.
Our approach to complaints is based on treating patients in the same way we would expect our own concerns to be handled — with courtesy, respect, and transparency.
How complaints are handled
The person responsible for managing complaints about our services is the Practice Manager. If the Practice Manager is unavailable, the complaint will be handled by the Principal Dentist.
If a complaint relates directly to the Practice Manager, it will be managed by the Principal Dentist.
Making a complaint in person or by phone
If you raise a concern by telephone, we will listen carefully and, where possible, refer you to the Practice Manager immediately. If they are unavailable, we will advise when they can be contacted and arrange for this to happen.
If you raise a concern at reception, you will be offered the opportunity to discuss the matter privately in a suitable area of the practice. If the Practice Manager is not available at that time, arrangements will be made for them to contact you as soon as possible.
The member of staff receiving the complaint will record brief details and ensure it is passed to the appropriate person. If an immediate discussion is not possible, or if you prefer not to wait, the matter will be referred to the Principal Dentist.
Written complaints
If a complaint is made in writing, it will be passed promptly to the Practice Manager for review.
Complaints relating to clinical care or associated fees will usually be referred to the treating dentist.
Our response
We will acknowledge your complaint in writing as soon as possible, normally within two working days, and provide a copy of our complaints procedure.
We aim to investigate and respond to complaints within ten working days of receipt. You will be informed of the outcome and the reasons behind our findings.
If further time is required to complete the investigation, we will explain the reason for the delay and provide an expected timeframe. All complaints and outcomes are recorded and retained securely.
If you are not satisfied with the outcome of our complaints procedure, you may refer the matter to the The General Dental Council – General Dental Council (GDC), 37 Wimpole Street, London, W1M 8DQ.
