Your Right To Complain

At ConfiDental Orthodontics, Surbiton, we take concerns and complaints seriously and aim to resolve your grievance courteously, fairly and promptly. We actively welcome feedback of both positive and negative natures and use this to continuously learn from and improve our service.

If you are unhappy with the service at our practice, we would encourage you to discuss your concerns with us directly. We never discriminate against patients who have a complaint and most grievances can initially be resolved quickly and to your satisfaction by talking to us without you having to make a formal written complaint. However, if you are unhappy with the service or treatment received at our practice, you have the right to file a formal complaint.

We have a Practice Complaints Policy which we adhere to, to ensure all complaints are handled consistently. If you have a complaint we would advise you to follow these steps:

  1. If you wish to make a verbal complaint either on the telephone or in person, please ask for our Practice Manager who will take brief details and will arrange for you to speak to the member of staff involved or the Principle Dentist in their absence. If they are unavailable, our Practice Manager will arrange a convenient time for them to contact you or arrange a meeting.
  2. If you wish to complain in writing please address it to the Practice Manager. If your complaint involves any aspect of clinical care, this will be discussed with the Clinician unless you request otherwise.

We will acknowledge your complaint within 3 working days and aim to investigate and respond to you in writing within 10 working days. If the investigation is prolonged, we will keep you updated of the progress and response date.

If you are unsatisfied with our response, you have the option to forward your complaint and correspondence to the organisations below:

The local Primary Care Trust /Health Board:
The private dental complaints service: call 08456 120540 or visit
The Care Quality Commission: Tel: 03000 616161,
The Health Ombudsman: 0345 015 4033 or visit

These contacts are detailed in our Practice Complaints Procedure and in our response correspondence.


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