Patient Complaints Procedure

At Burnside Dental Surgery, our goal is to provide excellent care and service to all our patients. We take complaints seriously and handle them with efficiency, fairness, and confidentiality. We also use feedback to improve our services.

We will never discriminate against any patient who raises a complaint, and we are happy to answer any questions about our complaints process.

How to Make a Complaint

If you are not satisfied with any aspect of our care or service, please inform us as soon as possible so we can address your concerns promptly. We accept both verbal and written complaints.

Contact Us Directly

• Address: 97-99 Burnside, Cambridge, CB1 3PA
• Phone: 01223 244711
• Email: office@burnsidedental.co.uk

Alternative Complaint Routes

If you prefer not to raise your complaint directly with us regarding your NHS service, you can contact your local Integrated Care Board:

• Email: cpicb.contact@nhs.net
• Phone: 0800 279 2535

Complaints Handling Process

• Verbal Complaints: We aim to resolve verbal complaints within 24 hours where possible.
• Written Complaints: The Complaints Manager, Thomas Mullan, will acknowledge your written complaint within three working days and provide a full response as soon as possible.

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

• We will maintain confidential records of all complaints.
• If the investigation takes longer than expected, we will update you at least every ten working days on progress and the expected completion date.
• Once the investigation is complete, we will provide a written response addressing each concern and, if necessary, invite you to a meeting to discuss solutions.
• Potential resolutions may include treatment replacement, fee refunds, specialist referrals, or other appropriate actions.

Further Steps if You Are Not Satisfied

If you are dissatisfied with our response, you may escalate your complaint to:

General Dental Council (GDC) Private Dental Complaints Service

• Phone: 020 8253 0800
• Website: www.dentalcomplaints.org.uk
• Complaints must be made within 12 months of treatment or 12 months of becoming aware of the issue.

Parliamentary Health Ombudsman (England)

• Phone: 0345 015 4033
• Website: www.ombudsman.org.uk

General Dental Council (GDC)

• Online Form: www.gdc-uk.org
• Email: information@gdc-uk.org
• Phone: 020 7167 6000

Care Quality Commission (CQC) (Regulates NHS & Private Dental Care in England)

• Phone: 03000 616161
• Can take action if a service provider does not meet their standards.

Last Modified: 03 Feb 2025
Burnside Dental Surgery, 97-99 Burnside, Cambridge, CB1 3PA