Complaints Policy

1. Complaints Procedure

At Watford Orthodontics we aim to provide high quality care. However, if you have any concerns or comments regarding your treatment, we will address these as a matter of priority.

We welcome all feedback, both positive and negative, and consider this as an opportunity to improve ourselves in the future.

2. How do I complain?

You can make a complaint directly to member of the practice team, either verbally or in writing. Our complaints manager is Kalsoom Begum.

3. How will my complaint be handled?

Verbal Complaints

Verbal complaints are recorded by the member of the team you talk to, and we will try and resolve your concerns at the time. If appropriate, the Practice Manager (Kalsoom Begum) will discuss your complaint with you to try and resolve the situation. Any complaint concerning clinical care will be passed to your treating clinician, who will be available to discuss and resolve your concerns.

Written Complaints

You can make a complaint in writing for attention of the Practice Manager (Kalsoom Begum) or your clinician, and it will be handled as outlined below.

• An acknowledgement of your complaint will be sent to you within 3 working days.
• Your complaint will be passed to our Complaints Manager, Kalsoom Begum.
• If your complaint is about clinical care, it will be passed to your clinician so that they can respond to the complaint and resolve it.
• A full response will be provided to you within 15 working days.

If we think there will be a delay in providing a full response, we’ll let you know, and we’ll keep you updated every 10 working days of the progress of your complaint.

What do I do if I’m not satisfied with the complaints process?

If you’re not happy with how your complaint has been handled, then please get in touch with our Complaints Manager, Kalsoom Begum, at watfordorthodontics@gmail.com

What do I do if I’m not satisfied with the outcome?

If you are not satisfied with the outcome of your complaint, you can seek further advice:

For NHS Dental Care:
NHS England,
PO Box 16738 ,
Redditch
B97 9PT
Email: england.contactus@nhs.net

For Private Dental Care:
Dental Complaints Service,
Stephenson House ,
2 Cherry Orchard Road
Croydon
CR0 6BA
Email: info@dentalcomplaints.org.uk

If you still remain dissatisfied with the resolution of your complaint, then the Parliamentary Health and Service Ombudsman can be contacted at:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033