Introduction
The complaints manager is responsible for the complaints process. In the absence of the complaints manager, a deputy complaints manager acts on their behalf. A deputy complaints manager will acknowledge a complaint and advise the complainant of an expected timescale for a response. The main complaint investigation and response will be conducted by the complaints manager on their return.
How to make a complaint
Complaints can be made in writing (by letter or email), via telephone or in person.
All complaints in writing should be addressed to the complaints manager. Written complaints by letter should be sent to the practice at Thornhill Dental, 4 Edge Lane, Thornhill, Dewsbury, West Yorkshire, WF12 0QR. Written complaints by email should be sent to hello@terrificsmiles.co.uk.
If the complainant would like to make a complaint in person or via telephone, they should advise a member of the practice team. The complaints manager will be informed of the request to make a complaint and contact the complainant to arrange a mutually convenient time to listen to the complaint.
During the meeting or telephone conversation to listen to the complaint, the complaints manager will make notes on the details of the complaint and may ask questions in order to fully understand the complaint. The complaints manager will not provide an outcome, resolution or explanation at this meeting or during the telephone conversation. The complaints manager will use the information gathered to investigate the complaint and provide a full response.
A deputy complaints manager will usually accompany the complaints manager to any meetings or telephone conversations. The complainant is welcome to be accompanied by someone for support.
When to make a complaint
Complaints should be made as soon as possible after the reason to make a complaint has arisen or of the complainant knowing they had cause to complain. This will increase the likelihood of the practice being able to resolve the complaint quickly and satisfactorily.
Complaints should be made within 12 months of the event or within 12 months of the complainant knowing they had cause to complain. Complaints made after this time may be rejected by the complaints manager and referred to the ombudsman.
Complaints should be made by the person who the complaint is regarding. If the complaint is regarding somebody who is under 18 years of age, the parent or legal guardian may make the complaint on behalf of the person.
If a complainant finds it difficult or is unable to communicate their complaint, a friend, family member or representative is able to make the complaint on their behalf. The complainant may also approach an advocacy service for assistance making a complaint.
Acknowledgement and resolution
The complaints manager or deputy will acknowledge the complaint no later than the third working day after it is received. The complaint will usually be acknowledged via the same method to which it was received, unless the complainant requests it to be acknowledged by a different method.
Once the complaints manager has acknowledged the complaint and has gathered all the information which they will need from the complainant, the complaints manager will investigate the complaint. The investigation will usually involve meeting with team members relevant to the complaint to discuss the points raised in the complaint and understand what happened. The timescale for investigating and providing a response to a complaint will depend on the complexity of the complaint. The practice aims to provide a full response within 40 working days of acknowledging the complaint.
When the complaints manager has completed their investigation, they will provide the complainant with a full response. The response will include:
- A summary of the complainant and the investigation undertaken
- An explanation of what happened and why
- An apology for any shortcoming of service or care
- An offer to remedy the situation
- Details of any learning outcomes and action taken by the practice as a result of the complaint.
For more information on our complaints and appeals procedure, please download and read our information leaflet.
Download information leaflet