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At The Avenue Dental Practice, we are committed to providing exceptional care and ensuring every patient has a positive experience with us. If, however, you feel that we haven't met your expectations, we want to hear from you.
Your feedback is important. It helps us understand what went wrong, resolve concerns fairly, and continually improve the care and service we provide.
We aim to:
Making a complaint will not affect the quality of care you receive from our practice.
If you have a concern about your treatment or any aspect of our service, please contact us as soon as possible.
Many concerns can be resolved quickly by speaking directly with a member of our team. If the issue cannot be resolved immediately, we'll guide you through our formal complaints procedure.
We encourage complaints to be submitted within 12 months of the incident or from the date you became aware of the issue.
Please direct all formal complaints to our Practice Complaints Manager.
Email: info@theavenuedentalpractice.uk
Telephone: +44 116 284 1977
You may also request a meeting to discuss your concerns in person. We'll ensure your complaint is handled professionally, respectfully, and in confidence.
Once we receive your complaint, we'll:
We'll acknowledge receipt of your complaint within three working days.
We'll carry out a thorough investigation to understand what happened and review all relevant information.
If our investigation requires more time, we'll keep you updated and let you know when you can expect a full response.
We'll provide a written response explaining our findings and any actions taken, normally within 14 days of receiving your complaint.
If your complaint relates to treatment received or associated charges, it will usually be reviewed by the treating dentist alongside our Practice Complaints Manager.
If you would prefer your concern to be handled differently, please let us know, and we'll do our best to accommodate your request.
We take patient confidentiality seriously.
If you're making a complaint on behalf of another person, we'll require their written permission before discussing any details of their care, unless they are unable to provide consent due to physical or mental incapacity.
All complaints are handled in strict confidence.
To investigate your concerns, we may need to share relevant information with professional advisers, indemnity providers, insurers, or legal representatives where appropriate and in accordance with data protection requirements.
Comprehensive records of all complaints are maintained securely as part of our commitment to quality care and continuous improvement.
We value every patient and welcome all feedback—both positive and constructive.
Your comments help us improve the care we provide, and we are committed to resolving concerns openly, fairly, and with respect.
If you have any questions about our complaints procedure, please don't hesitate to contact our team.
We're here to help.
