Complaints Policy

At Barker Dental Care we take complaints very seriously and endeavour to ensure that all of our patients are pleased with their experience of our service. If a patient registers a complaint, he/she will be dealt with courteously and promptly so that the matter is resolved as quickly as possible. Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled. We also seek to learn from any such instances that arise responding to customers' concerns in a caring and sensitive way so that we can continually improve the service that we provide.

1. The person responsible for dealing with any complaint about the service which we provide is the practice manager, Amy Barker.
2. Details of the complaint will be taken by one of our staff members if the complaint is made in person or on the phone. If the complaint is made by letter, this will be passed to the practice manager, Amy Barker
3. If a patient complaint specifically involves any aspect of clinical care or associated charges then Amy Barker and Tim Barker will also confer with the treating dentist, unless the patient does not want this to happen.
4. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days barring any unforeseen circumstances. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If we are unable to investigate the complaint within ten working days, we will notify the patient giving reasons for the delay and a likely period within which the investigation will be completed.
5. Once the investigation is concluded will then contact the patient to discuss our findings either in a face to face meeting or over the phone.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7. Proper and comprehensive records are kept of any complaint received.
8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

• The Dental Complaints Service (08456 120 540) for complaints involving private treatment.
• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists' registration body).