Complaints Procedure
We endeavour to provide the highest of quality dental care to all our patients. If you make a complaint we will deal with it seriously, from a duty of care and with the utmost respect. We will aim to resolve any issues, where possible, swiflty and to your satisfaction as outlined below.
PATIENT PROCEDURE FOR COMPLAINTS
1. Complaints can be made in person, via telephone, in writing or by email.
- In person – Speak with a senior member of staff.
- Via telephone – Call us on 0191 5672604 / 0191 5483822 and speak with our reception team.
- In writing – Address any complaint to: F.A.O Practice Manager, Fulwell & John St Dental, 50 John St, Sunderland, SR1 1QH.
- By email – Contact info@fulwelljohnstreetdental.co.uk
2. All complaints will be forwarded to our Practice Manager, Janice Jones who will deal with your complaint swiftly and sensitively. Complaints will be acknowledged within 2 working days.
3. Please include your contact details (name, number / email) when leaving a complaint so we have a means to respond.
4. All complaints will be reviewed and considered fairly. If the complaint is taking an extended period of time to review, you will be kept up-to-date whilst it is under investigation.
5. If you are not satisfied with the outcome of your complaint, the complaint can then be referred to:
Complaints
NHS England
PO Box 16738
Redditch
B97 9PT
By email to: england.contactus@nhs.net
By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.
The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.