At Bespoke Dental, we take complaints very seriously and try to ensure that all of our patients’ queries and concerns are responded to efficiently and promptly to ensure their experience does not falter.
When patients complain, the procedure as follows will be carried out. Our aim is to react to complaints in a way in which we would want to be dealt with and respond in a prompt and sensitive manner.
Our complaints lead is Dr Brenda Macmillan.
All complaints received will be acknowledged within 3 days and responded to within a further 10 days. If this is not possible, we will contact the service user to provide a reasoning why and an expected further time frame.
All patients’ complaints should be in written format either via email info@bespokedentalreading.co.uk or letter. We cannot respond to any online complaints and will prompt service users to contact us to discuss the matter further.
Dental complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
Opening times: Monday – Friday, 9am-5pm
Telephone: 020 8253 0800
Email: info@dentalcomplaints.org.uk
The head of customer services, Denplan Limited, Simplyhealth House, Victoria Road, Winchester, SO23 7RG
Opening times: Monday-Thursday, 8:30am-5:30pm / Fridays, 8:30am-5pm
Telephone: 0800 401 402
Email: customerrelations@denplan.co.uk
Susan Finch, Complaints Manager, NHS Berkshire, 57-59 Bath Road, Reading, RG30 2BA
Telephone: 0118 982 2874
Email: complaints.berkswest@berkshire.nhs.uk
When requested, our full complaints policy can be provided as a written copy to be taken home. Comprehensive records about the complaint and all discussions will be kept in patient notes but can be obtained at the services users’ request.
