How to Make a Complaint

You may make a complaint:

• In person

• By telephone

• By email

• In writing
  

Complaints Manager:
Jane Lee
Email: email@dentistinbury.co.uk
Phone: 0161 761 1909
Address: The Dental Centre Bury
10a Wash Lane
Bury
BL9 6AS

If Jane is unavailable, a trained member of staff will take initial details and arrange a suitable time for follow-up.

How We Handle Complaints

If you raise a complaint, we will listen to your concerns carefully and treat them with respect and confidentiality.
Your complaint will be passed to the Complaints Manager, who will review the matter and investigate it promptly.
If the complaint relates to clinical care or fees, it may be referred to the treating clinician unless you prefer otherwise.

• We will acknowledge your complaint within 7 working days

We aim to provide a full written response within 20 working days.
If additional time is required for a thorough investigation, we will inform you of:

• The reason for the delay

• The steps being taken

• A revised expected timeframe

In most cases, investigations will be completed within 28 days.

Once our investigation is complete, we will provide you with a written response.
All complaints are handled confidentially and used to help us improve our services.

Because The Dental Centre Bury provides private dental care, the appropriate escalation pathways are:

Dental Complaints Service
For private dental complaints only.
Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
Phone: 020 8253 0800 (Mon–Fri, 9am–5pm)
Website: https://www.dentalcomplaints.org.uk/

General Dental Council
General Dental Council
37 Wimpole Street
London
W1G 8DQ
Phone: 020 7167 6000
Website: https://www.gdc-uk.org/

Financial Ombudsman Service
(If your complaint relates to finance agreements or credit arrangements provided through the practice.)
Website: https://www.financial-ombudsman.org.uk/
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567