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Complaints Policy

At Bright Dental Surgery, we are committed to providing high-quality care and service to all our patients. We understand that occasionally things may not go as expected, and we welcome feedback to help improve our service. If you are unhappy with any aspect of the care you have received, please let us know. We take all concerns seriously and aim to resolve any issues efficiently and effectively.

Bright Dental Surgery, St Johns, Woking

How to Make a Complaint

If you have a complaint or concern about the treatment or service you have received from any member of our team, we encourage you to share it with us as soon as possible so that we can address it promptly.

You can raise a complaint in the following ways:

  • In Person: Please ask to speak with our practice manager Augustine Ojo.
  • By Phone: Call us at 01483 720240 and ask to speak with the practice manager.
  • In Writing: You can submit your complaint in writing by addressing it to the Practice Manager at Address: Graphic House 1 – 2 Hermitage Road, St Johns Woking, Surrey GU21 8TE.
  • By Email: Email your concerns here.

What We Will Do

We will acknowledge your complaint within three working days and aim to address it thoroughly and fairly. A full investigation will be conducted, and you will receive a response within ten working days of receiving your complaint. If the matter requires more time, we will keep you informed about the progress and let you know when to expect a full response.

What If You Are Not Satisfied?

If you are not satisfied with our response, or if you feel that your complaint was not resolved to your satisfaction, you may wish to contact the following external organisations:

NHS Patients: If you are an NHS patient and are not satisfied with how we handled your complaint, you can contact:

  • NHS England: Call 0300 311 2233 or email england.contactus@nhs.net.
  • Parliamentary and Health Service Ombudsman: Visit www.ombudsman.org.uk or call 0345 015 4033.

Private Patients: If you are a private patient and remain dissatisfied, you can contact:

  • Dental Complaints Service (DCS): A service funded by the General Dental Council to assist private dental patients. You can reach them at 020 8253 0800 or visit www.dentalcomplaints.org.uk.
  • General Dental Council (GDC): The GDC is the regulatory body for dental professionals in the UK. You can contact them if you believe a dental professional has acted inappropriately. Visit www.gdc-uk.org for more information.

Your Feedback Matters

At Bright Dental Surgery, we value all feedback, whether positive or negative, as it helps us improve our service. We aim to resolve any concerns you have in a professional, respectful, and timely manner. Thank you for allowing us the opportunity to address your concerns and continually improve our patient care.