Complaints Procedure

At Cramond House we take complaints very seriously and we aim to ensure that all our patients are pleased with their experience of our service. When patients complain they are dealt  with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on these objectives.
 
In responding to a complaint we aim to treat you the way we would like to be treated if we were in your position.
 
We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve our service.
 
The person responsible for dealing with any complaint is Martin Nolan.
 
Most issues can be dealt with easily at the time they occur if you bring them to our attention. If this is not possible and you wish to make a formal complaint in writing this should be addressed to Martin Nolan.
 
If a complaint is about any aspect of clinical care it will normally be referred to the dentist concerned.
 
We will acknowledge any complaints in writing and enclose a copy of this complaints policy as soon as possible. Normally within 5 working days.
 
We will seek to investigate the complaint and respond within 25 days of receipt.
 
If we are unable to investigate the complaint within this time we will notify you, giving reasons for the delay and a likely period within which the investigation will be completed.
 
We will confirm the decision made about the complaint in writing as soon as possible after completing our investigation.
 
Proper and comprehensive records are kept of any complaint received.
 
If patients are not satisfied with the result of our procedure then you can contact the Dental Complaints Service for further advice.
 
Dental Complaints Service 
Stephenson House
2 Cherry Orchard Road
Croydon
CR0 6BA
Tel. 08456 120 540
E-mail info@dental-complaints.org.uk
 
Denplan patients can contact Denplan for advice.
 
Denplan Ltd.
Denplan Court
Victoria Road
Winchester
Hampshire
SO23 7RG
Tel. 0800 169 7220
E-mail cae@denplan.co.uk
 
The General Dental Council also offer advice.
 
The General Dental Council
37 Wimpole Street
London
W1M 8DQ
Tel. 020 7887 3800
E-mail  complaints@gdc-uk.org