Comments, feedback & complaints procedure

We’re always eager to hear your feedback.  If you have any comments about your experiences at Clinic 95, you can send them to us using the form below or call us on 01865 241 661
Please scroll down for our full complaints procedure.

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Complaints procedure

It’s important that we always meet your expectations of care and service, and resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigate them in a full and fair way and take great care to protect your confidentiality. We will never discriminate against a patient who has made a complaint.
 
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible so we can address the issue promptly.
 
Sarah Johnson is our complaints manager and will be your personal contact to assist you with your complaint.
If Sarah is unavailable, we will take brief details about your complaint and will arrange for Sarah to contact you as a priority when she is next available.  We will keep comprehensive and confidential records of your complaint, which will be stored securely and be accessible only by those who need to know about your complaint.

You can make your complaint by phone, on 01865 241 661 or in writing via our contact form above, or by writing to us at Clinic 95, 95 West Way, Botley, OXFORD OX2 9JY

If making a complaint by phone, the complaints manager will update you of progress within 24 hours.
If making a complaint in writing, the complaints manager will update you of progress within 3 working days.

In either instance, the complaints manager will provide a full response and solution to your complaint as soon as practical.
 
If the complaint investigation takes longer than anticipated, the complaints manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
 
When the investigation has been completed, you will be informed of its outcome in writing, detailing any practical solutions that we can offer you, and you may be invited to a meeting to discuss these. The solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

What to do if you're not satisfied with our response

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint, you can take the matter further.

NHS Patients

In the first instance, please contact us with details of your complaint*, as outlined above.  If you are unhappy about the way we deal with your NHS complaint, you can contact the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk

*If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint to: NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line.

Private patients

In the first instance, please contact us with the details of your complaint, as outlined above.  If you are unhappy about the way we deal with your complaint you can contact the General Dental Council (GDC) private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

All patients

You can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.

The General Dental Council (GDC) is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them on information@gdc-org.uk or by calling 020 7167 6000.