Legal & Compliance

Complaints Procedure

Last Updated: January 2025

At York House Dental Practice, we are dedicated to providing exceptional dental care and a positive patient experience. We understand that sometimes patients may have concerns about their dental treatments, appointments, or interactions with our friendly and skilled team. Every comment, concern, or complaint is important to us.

Feedback helps us improve services across all aspects of dentistry, from routine check-ups, teeth cleaning, and preventive dentistry to cosmetic dentistry, orthodontics, and dental implants. Our goal is to address concerns quickly, fairly, and professionally, ensuring every patient feels listened to, respected, and confident in their dental care.

How to Make a Complaint

Step 1: Speak to Us Directly

Many concerns are resolved quickly through direct communication. If you have an issue regarding general dentistry, restorative treatments, or dental hygiene services, we encourage you to speak to the staff member involved or our Practice Manager. Open communication often resolves issues efficiently and ensures a smoother experience for everyone.

If your concern is not resolved informally or you prefer a formal approach, please submit your complaint in writing to:

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

Tel: 01932 348864
Email: yorkhousedental@gmail.com

Please include:

  • Your full name and contact details
  • Date and details of the incident
  • A clear description of your complaint
  • The outcome you are seeking

Our Complaints Process

1

Acknowledgment

We will acknowledge your complaint within 3 working days, so you know your concern is being taken seriously.

2

Investigation

Each complaint is investigated thoroughly. Our aim is to provide a full response within 10 working days. If the investigation takes longer, we will keep you informed. All complaints are handled professionally, whether they relate to dental check-ups, teeth whitening, orthodontic treatments, or dental implant procedures.

3

Response

You will receive a written response outlining:

  • The outcome of our investigation
  • Any actions we plan to take to resolve the issue
  • Your options if you remain dissatisfied
4

Confidentiality

All complaints are treated confidentially. Information is shared only with staff involved in resolving the issue. Protecting your privacy is a priority for us.

Learning from Complaints

Feedback is an opportunity to improve. We review complaints regularly to identify patterns and implement better practices across all dental services, from preventive care and cosmetic dentistry to complex procedures like jaw surgery or implant-supported dentures.

Time Limits

Complaints should ideally be raised as soon as possible, preferably within 12 months of the incident. Prompt reporting helps us investigate while details are accurate and available.

Support Available

We aim to make the complaints process accessible to everyone. If you need assistance due to disability, language barriers, or other reasons, please let us know. We will ensure you receive the support needed to submit your complaint effectively and comfortably.

Conclusion

At York House Dental Practice, we take every patient concern seriously. Our comprehensive complaints procedure is designed to address feedback promptly, fairly, and professionally. By actively listening to our patients, we continually enhance the quality of our dental care, ensuring each visit is safe, comfortable, and positive.

Whether your concern relates to general dentistry, cosmetic treatments, orthodontics, or dental implants, our dedicated team is here to respond, provide clarity, and improve your overall experience at our dental clinic, reinforcing trust and patient satisfaction at every step.