Complaints Procedure for
Mannamead Cosmetic Dental Centre

We always aim to have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigate them thoroughly and fairly and take great care to protect your confidentiality. 

We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.

If you are not satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Our Practice Manager is the Complaints Manager and will be your contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours, where possible. If you complain in writing, the Complaints Manager will send an acknowledgement letter within three working days and will provide a complete response in writing as soon as possible.

You can send your complaints to Mannamead Cosmetic Dental Centre, 7 Lockyer Road, Plymouth, PL3 4RL or call us on 01752 662929.

If the Complaints Manager is unavailable, we will take brief details about the complaint. We will arrange a meeting when it suits you and the practice. We will keep comprehensive and confidential records of your complaint stored securely and only accessible to those who need to know about your complaint.

If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days. We will inform you of the reason for any delays, the progress of the investigation and the proposed completion date.

If your complaint concerns your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you unless you do not want this.

When the investigation is complete, we will inform you of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. 

The report will explain how we considered the complaint and the conclusions we reached for each part of your complaint. Plus, details of any remedial action we have taken and whether further action is needed.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. 

If you are dissatisfied with our response to a complaint, you can take the matter further. Please see the contacts below.

If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.

For complaints about private treatment: Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ (020 8253 0800) or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients