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Friendly Dentists In Basingstoke, Alton, Emsworth & Ferndown.

Our Dental Plan

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Smile Makeover

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Dental Implants

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Clear Braces

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Denture Clinic

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Restorative Dentistry

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Nervous Patients

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Facial Aesthetics

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Kids Club

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General Dentistry

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Emergency Care

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Additional Services

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Young Adults

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Specialist Dentistry

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Complaints Policy

In this practice we take complaints very seriously indeed. We try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing initially with any complaint about the service which we provide is the Practice Manager.
  2. If a patient states that they wish to make a complaint on the telephone or at the reception desk, we will offer to refer him or her to the Practice Manager immediately. A convenient time will be arranged for this meeting. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter will be passed on immediately to the Practice Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of our ‘Patients Complaints Procedure Form’ as soon as possible, normally within three working days. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  6. We will confirm the decision about the complaint in writing immediately after completing our investigation. 7.
  7. Proper and comprehensive records are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
    • The Dental Complaints Service (08456 120 540) for complaints about private treatment
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)

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Become a GOLD member & save 10%

Our GOLD Members enjoy 10% off all treatment as well as complimentary 2 x Dental Health Checks and 2 x Hygiene cleans each year. Members also benefit from nationwide emergency cover, redundancy cover, implant cover, worldwide cover and supplementary insurance.

 


Here are the locations of our envisage clinics

Alton

Alton

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Basingstoke

Basingstoke

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Emsworth

Emsworth

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Ferndown

Ferndown

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