Complaints procedure

At Dental Specialists Windsor we take ALL complaints very seriously and endeavour to ensure that all our patients are satisfied with the service they receive. Complaints are dealt with courteously and we make every effort to resolve the matter as quickly as possible.

We react to complaints in the same way in which we would want a complaint to be handled. If a mistake is made, we aim to learn from it and respond to patient’s concerns in a helpful and sensitive way.

If you have reason to complain about the service you have received from any of our team, please let us know.

How to complain

Some problems can be sorted our easily and quickly, often at the time they arise and with the person concerned. If this is not possible and you wish to complain afterwards, please let us know as soon as possible - ideally, within a matter of hours or days. This will help us to find out what happened more easily. 

Written complaints should be addressed to Dr Sandra Pritlove-Carson at the practice address or email. Alternatively, you may ask for an appointment with Dr Pritlove-Carson if you would like to discuss your concerns in person. The complaints procedure will be explained and your concerns will be dealt with promptly. It will be very helpful if you are as specific as possible with your complaint.

What happens next?

Your complaint will be acknowledged within three working days. We aim to have looked into your complaint within 20 working days of it being raised with us. We shall then be able to offer you an explanation, or a meeting with those involved.

We aim to:

  • find out what happened and what went wrong
  • enable you to discuss the problem with those concerned, if you would like to do so
  • make sure you receive an apology, where appropriate

If for any reason we are unable to investigate your complaint within twenty working days we will notify you, explaining the reasons for the delay and when the investigation is likely to be completed.

If Dr Pritlove-Carson is not available another member of staff will provide an acknowledgment letter and pass the complaint to another of our Dentists.

We keep comprehensive records of any complaints received.

Complaining of behalf of someone else

We keep strictly to the rules of confidentiality. If you wish to complain on behalf of someone else, we will need to know that you have permission to do so. Please provide a note signed by the person concerned.

The Dental Complaints Service

We believe that our complaints procedure provides the best chance of putting right whatever has gone wrong and gives us the opportunity to improve our practice for the benefit of our patients.

If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation you can contact the Dental Complaints Service for advice.

Telephone: 08456 120 540

Write to: The Dental Complaints Service 
The Lansdowne Building 
2 Lansdowne Road 
Croydon, CR9 2ER