Complaints
Procedure

How to make a complaint about your treatment or experience at Tower Dental, what happens next and the independent escalation routes available to you.

We take complaints very seriously. Tower Dental aims to give you the highest quality of dental care and service. If something has not gone as expected, we want to know — quickly and openly — so we can put it right.

How to make a complaint

Please contact us in any of the following ways:

• Speak to any member of our team in person
• Telephone: 01253 353759
• Email: info@towerdental.uk
• By post to: The Practice Manager, Tower Dental, 302a Devonshire Road, Blackpool FY2 0TW

What happens next

We will acknowledge your complaint in writing within three working days and provide a clear explanation of how we will investigate and respond.

In most cases we aim to provide a substantive written response within 10 working days. If a more detailed clinical review is required, we will keep you informed of progress and provide a full response within 30 working days.

All complaints are investigated by Dr Sarah Metias, Practice Owner and CQC Registered Manager, or her nominated deputy. Complaints involving a specific clinician are handled by a different clinician where appropriate.

If you are not satisfied with our response

If, after our internal complaints procedure, you remain dissatisfied, you may contact:

• The Dental Complaints Service (free independent complaints service for private dental treatment) — dcs.gdc-uk.org — Tel: 020 8253 0800
• The General Dental Council (regulator of the dental profession) — gdc-uk.org — Tel: 020 7167 6000
• The Care Quality Commission (regulator of the practice) — cqc.org.uk — Tel: 03000 616161

Our commitment

We treat all complaints in confidence. Making a complaint will not affect your future treatment at the practice in any way. We use complaints to learn and improve and a record of complaints and our learning is reviewed regularly by the practice owner.