Complaints Procedure

Our Commitment to Excellence

At York House Dental Practice, we strive to provide the highest standard of dental care and service. However, we recognize that occasionally patients may have concerns or complaints. We take all feedback seriously and have established this procedure to ensure complaints are handled promptly, fairly, and constructively.

How to Make a Complaint

Step 1: Speak to Us Directly If you have a concern, please speak to the staff member involved or ask to speak to the Practice Manager. Many issues can be resolved quickly through direct communication.

Step 2: Formal Written Complaint If you prefer, or if the issue isn’t resolved to your satisfaction, please submit a formal complaint in writing to:

Practice Manager
York House Dental Practice
Lavender Park Road
West Byfleet, Surrey KT14 6ND
Tel: 01932348864

Email : yorkhousedental@gmail.com

Please include:

• Your name and contact details
• Date of the incident
• Details of your complaint
• What outcome you’re seeking

Our Complaints Process

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

Investigation We will investigate your complaint thoroughly and aim to provide a full response within 10 working days. If more time is needed, we will keep you informed of progress.

Response You will receive a written response detailing:

• The outcome of our investigation
• Any action we plan to take
• Your options if you remain dissatisfied

Confidentiality

All complaints will be handled confidentially and will only be discussed with relevant staff members involved in the resolution process.

Learning from Complaints

We view complaints as opportunities to improve our service. All complaints are reviewed regularly to identify trends and implement improvements.

Time Limits

Complaints should be made as soon as possible after the incident, ideally within 12 months. This ensures we can investigate effectively while information is still readily available.

Support Available

If you need assistance making a complaint due to disability, language barriers, or other reasons, please let us know and we will arrange appropriate support.