Complaints Procedure

Our Commitment to Patients

At Deepcar Dental Care Implant Centre & Emergency Dentist, we are committed to providing high standards of dental care and patient service. We recognise that, on occasion, concerns or complaints may arise. When they do, we take them seriously and view them as an opportunity to improve our service.

This Complaints Procedure explains how you can raise a concern, how it will be handled, and what steps are available if the matter cannot be resolved immediately.

Our aim is to ensure that all complaints are dealt with promptly, fairly, openly, and professionally.

How to Raise a Complaint

If you are unhappy with any aspect of your care or experience, we encourage you to let us know as soon as possible.

Complaints can be made:

• In person at the practice

   

• By phone: 0114 288 2121
  
• By email: info@deepcardental.co.uk
  
• In writing to:
  Deepcar Dental Care Implant Centre & Emergency Dentist
  334 Manchester Rd
  Deepcar
  Sheffield S36 2RH

   

You may raise a complaint yourself or through a representative acting on your behalf (with your consent).

Who Handles Complaints

All complaints are overseen by the Practice Principal, who is responsible for ensuring that complaints are investigated appropriately and handled in line with professional standards.

Where the complaint involves clinical care, it will be reviewed by an appropriately qualified clinician.

What Information to Include

To help us investigate your concern effectively, please include:

• Your full name and contact details
  
• A clear description of the issue
  
• Dates and times relevant to the complaint
  
• Names of any staff involved (if known)
  
• What outcome you are seeking (if applicable)

   

You are not required to use any special format.

Our Response Process

1. Acknowledgement
   We will acknowledge your complaint within 3 working days of receipt.

    

2. Investigation
   The complaint will be reviewed carefully, which may involve:

    

   • Reviewing clinical records
     
   • Speaking with staff involved
     
   • Assessing relevant policies or procedures

      

3. Response
   We aim to provide a full written response within 10–20 working days, depending on the complexity of the matter.
   If additional time is required, we will keep you informed.

    

4. Outcome
   Our response will explain:

    

   • What we found
     
   • Any actions taken (where appropriate)
     
   • Any steps to prevent recurrence

      

If You Are Not Satisfied With the Outcome

If you feel that your complaint has not been resolved satisfactorily, you may request a further review by contacting us again.

If the matter remains unresolved, you have the right to escalate your complaint externally.

External Complaint Resolution (Independent Bodies)

For private dental care, you may contact:

Dental Complaints Service (DCS)

An independent service that helps resolve complaints about private dental treatment.

• Website: https://www.dentalcomplaints.org.uk
• Phone: 020 8253 0800

   

General Dental Council (GDC)

If your complaint relates to professional conduct or patient safety.

• Website: https://www.gdc-uk.org
• Phone: 020 7167 6000

   

Please note: These organisations do not provide compensation but can review professional standards and complaint handling.

Confidentiality & Data Protection

All complaints are handled in confidence and in accordance with UK GDPR and the Data Protection Act 2018. Information is only shared with those directly involved in investigating the complaint.

Making a complaint will not affect your future care at the practice.

Continuous Improvement

We regularly review complaints and feedback to improve our services, training, and patient experience. Your feedback helps us maintain high clinical and professional standards.

Need Help Raising a Concern?

If you are unsure how to raise a complaint or would like guidance, please contact our team. We are happy to help you through the process.