Complaints procedure at Andrew Thomas Dental Care

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 complaints procedure. Our complaint system adheres to national criteria.

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, within 12 months of the incident. If a longer time has passed but there are good reasons for the delay, tell us anyway, as we may still be able to deal with your concern.

Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment with Jo Thomas who is our registered manager to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.

You can also register your complaint over the telephone on 02920 216200 or email at reception@andrewthomasdental.co.uk. Please provide as much information as possible on your initial call or email in order to address your concerns fully.

What We Shall Do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 30 working days of the date when you raised it with us. We shall then be able 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
• arrange a time to meet or speak about your concerns so that we can investigate fully
• ensure you receive an apology, where this is appropriate
• identify what we can do to make sure the problem does not happen again
• arrange a time to meet or speak to discuss the next steps
• ensure all complaints are handled with confidentiality and will not affect your future treatment or care

Complaining on Behalf of Someone Else

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

Complaining to Dental Complaints Service

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, this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

If you wish for further advice, you should contact:

Dental Complaints Service
37 Wimpole Street
London
W1M 8DQ
E-mail via the dental complaints website: www.dcs.gdc-uk.org/
Tel. 020 8253 0800

You may also wish to contact the Health Inspectorate Wales (H.I.W) for advice
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Tel: 0300 0628163

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

General Dental Council
37 Wimpole Street
London
W1M 8DQ
E-mail: Complaints@gdc-uk.org
Tel. 020 7167 6000

For patients with a Denplan payment plan, contact the Clinical Mediation and Risk Management team for advice at:

Simplyhealth Professionals
Email: denplancustomer.relations@simplyhealth.co.uk
Tel. 0800 401402

The Citizens Advice Bureau – National Phoneline
0800 702 2020

Age Cymru Advice Tel: 0300 303 4498
Between 9am – 5pm Monday to Friday

This information is available in Welsh on request. / Mae'r wybodaeth hon ar gael yn Gymraeg ar gais.

Version 3 — Policy reviewed April 2026, next review April 2027