At Euro Dental Care we take all complaints, comments and concerns very seriously and try to ensure that all our patients are pleased with their experience of our service.

However, if you are unsatisfied with the treatment or service you have received you’re entitled to make a complaint, have it considered, and receive a response.

Your complaint can be made in writing or orally by you or by a person acting on your behalf, with your consent.

Complaints should be received within 12 months of the event concerned or within 12 months of becoming aware that you have something to complain about.

The process for making a complaint is;

Stage 1: Talk to a member of staff

Firstly talk to a member of staff involved in your care. If you do this, we can try to sort out your complaint immediately.

Stage 2: Talk to our Principal Dentist

If the complaint is not resolved, you can write, email or talk to our Principal Dentist who oversees our complaints management.

Stage 3 : Our initial response

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

Stage 4: Our final response

Our investigation into the complaint will begin and we aim to look into your complaint within

14 working days and give you a response to your complaint.

If the complaint is about any aspect of clinical care or associate charges it will normally be referred to the dentist, unless the patient does not want this to happen.

Stage 5: Unhappy with outcome of complaint

If you are unhappy with the way the practice has handled your complaint, you can ask NHS England or the Ombudsman to consider your complaint further.