It is our aim to always 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, investigating them in a full and fair way, 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 entirely 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.

Acknowledgement and response

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 3 working days and will aim to provide a full written response as soon as practical.

If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to Compliments and Complaints – North East and North Cumbria NHS.

Complaints Manager – Sunderland Practice

Vicky Hansom is the Complaints Manager for the Sunderland Practice and will be your personal contact to assist you with any complaints.

• Address: 49 Frederick Street, Sunderland, SR1 1NF
• Telephone: 0191 514 5257
• Email: vicky.hansom@nhs.net

Complaints Manager – South Shields Practice

Louise Morton is the Complaints Manager for the South Shields Practice and will be your personal contact to assist you with any complaints.

• Address: 8 Thomas Street, South Shields, NE33 1PU
• Telephone: 0191 716 6058
• Email: louise.morton@wearside-orthodontics.co.uk

If the Complaints Manager is unavailable, we will take brief details of your complaint and arrange a meeting at a time suitable for you and the practice.

We keep comprehensive and confidential records of all complaints, which are stored securely and only accessible to those who need to know. If the investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of progress and any delays.

Outcome of investigation

Once the investigation is complete, you will be informed of the outcome in writing. Our response will be clear and will address each of your concerns wherever possible.

You will also be invited to a meeting to discuss the findings and any practical solutions available. These may include replacing treatment, refunding fees paid, referral for specialist treatment, or other appropriate resolutions.

We regularly analyse complaints to help us improve our services and we always welcome feedback, comments, suggestions, and complaints.

If you remain dissatisfied

If you are dissatisfied with our response, you may take the matter further using the contacts below.

Contacts

• GDC Private Dental Complaints Service: 020 8253 0800 or www.dentalcomplaints.org.uk
• Parliamentary Health Ombudsman (England): 0345 015 4033 or www.ombudsman.org.uk
• General Dental Council: information@gdc-org.uk or 020 7167 6000
• Care Quality Commission (CQC): 03000 616161