Complaints Procedure – Information for Patients

How to Complain

We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have the details of your complaint:

Within 6 months of the incident that caused the problem, or
Within 6 months of discovering that you have a problem.

Complaints about the treatment you have received should be made to the Practice Complaints Manager, Beverley Gilbert.

Alternatively, you may ask for an appointment with Mark Gilbert in order to discuss your concerns. He will explain the complaint procedure to you and ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

What We Shall Do if you received private treatment:

We shall acknowledge your complaint within 5 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation or offer a meeting with those involved.

In investigating your complaint, we shall aim to:

Find out what happened and what went wrong
Enable you to discuss the problem with those concerned, if you would like this;
Ensure you receive an apology, where this is appropriate;
Identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note that we strictly adhere to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed unless they are incapable of providing this because of physical or mental illness or are children under 16.

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

However, if you do not wish to approach the Practice directly, or if you remain dissatisfied following consideration of our response, you may contact:

For patients who have received private treatment:

Dental Complaints Service
37 Wimpole Street
London
W1G 8DQ
T: 0208 253 0800

W: https://dcs.gdc-uk.org/

For patients with a Denplan payment plan:

Denplan Clinical Mediation Service
Simplyhealth House
Victoria Road
Winchester
SO23 7RG
T: 0800 169 7220
E: [email protected]

The practice is regulated by the Regulation and Quality Authority, which will take an oversight view of Complaints Management. Contact details are below:

The Regulation and Quality Improvement Authority
1st Floor James House
Gasworks 2, 4 Cromac Avenue
Belfast
BT7 2JA
T: 02895 361111 (Switchboard is manned from 9 a.m. to 5 p.m. Monday to Friday) or by fax: 02890517501
E: [email protected]

If you have received National Health Service Treatment:

This practice operates a complaints procedure for services provided to patients under the National Health Service that complies with the Northern Ireland Public Services Ombudsman (NIPSO) Model Complaints Handling Policy (Implemented 1^st January 2026)

The definition of a complaint as used in the HSC MCHP is: “an expression of dissatisfaction by one or more members of the public about our action or lack of action, or about the standard of service provided by us or on our behalf”.

“We are committed to making our service easy to use for all members of the community. In line with our statutory equality duties, we will always ensure that reasonable adjustments are made to help you access and use our services. If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, or Braille, please tell us in person, contact us on 02890 618545 or email us at [email protected]

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We operate a practice complaint procedure. Our complaint system adheres to national criteria.

What We Shall Do

Stage 1

We shall respond to your complaint within 5 working days of the date when you raised it with us.

Stage 2

If you feel the complaint has not been resolved at Stage 1 it may be appropriate to move to Stage 2. A full response will be made available within 20 working days. We will endeavour to keep you informed throughout this timeframe particularly in complex cases when an extension is required,

In investigating your complaint, we shall aim to:

Find out what happened and what went wrong
Enable you to discuss the problem with those concerned, if you would like this;
Ensure you receive an apology, where this is appropriate;
Identify what we can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Complaining to the Northern Ireland Public Servies Ombudsman

However, if you do not wish to approach the Practice directly, or if you remain dissatisfied following consideration of our response, you may contact the Complaints Department of the Strategic Planning & Performance Group (SPPG), for advice and assistance in relation to the Complaints Process. SPPG can act as an intermediary or ‘honest broker’ between the two parties to assist in the resolution of concerns. Both parties must be in agreement to SPPG acting in this role.

Complaints Department,
Strategic Planning and Performance Group
12- 22 Linenhall Street,
Belfast BT2 8BS

Tel: 0289536 3893
Email: [email protected]

The Northern Ireland Public Services Ombudsman (NIPSO)

Once the Complaints Process has been exhausted, if you still remain dissatisfied, you retain the right to approach the Northern Ireland Public Services Ombudsman. You should approach NIPSO within 6 months of the final response being issued to your complaint.

Northern Ireland Public Services Ombudsman
33 Wellington Place
Belfast
BT16HN
Tel: 02890 233821 or Freephone: 0800 343424
Email: [email protected]

The Patient and Client Council

Should you require any advocacy support throughout the Complaints Process, the Patient & Client Council is an organisation that can provide you with the necessary support and advice.

The Patient and Client Council

Freephone: 08009170222
Email: [email protected]

You may also like to contact the General Dental Council for more advice.