Complaints Policy

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients concerns in a caring and sensitive way.

  • The persons responsible for dealing with any complaints about the service that we provide are Dr Sarah Metias and Miss Laura Revill. 

  • If a patient complains on the telephone or at the desk, we will listen to his or her complaint and offer to refer him or her to Dr Metias or Miss Revill immediately. If either of them is not available at the time, then the patient will be told when they will be able to talk to either of them, and arrangements will be made for this to happen. The member of staff at the time will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period of time or the patient does not wish to wait to discuss this matter, arrangements will be made for someone else to deal with it.

  • If the patient complains in writing the letter will be passed on immediately to Dr Metias and Miss Revill. 

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

  • We will acknowledge the patient's complaint in writing within three working days. We will seek to investigate the complaint within ten working days of the complaint being received to explain circumstances, which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her over the telephone. 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.

  • We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

  • Proper and comprehensive records are kept of any complaints received.


If patients are not satisfied with the result of our procedure then a complaint may be made to: