At Middle Lane your opinion and satisfaction is very important to us.


This helps us improve in the future.

We strive to resolve all complaints and concerns in house so please let us know if you were not happy with our service.

 

If you had NHS dental treatment (including NHS treatment that you paid for)

  1. The quickest and simplest way to resolve the problem is to contact the practice, who may be able to sort it out there and then.

If an informal approach doesn’t solve the problem, ask for a copy of the complaints procedure. Any NHS dental practice must have one.

  1. If you would rather not go directly to the practice, you can contact NHS England NHS England is responsible for commissioning (buying) NHS dental services.
  2. If you are not happy with the way in which your formal complaint was handled (either by the dental practice or NHS England, if you chose to go to them) you can go to the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman makes the final decision on complaints that have not been resolved by the NHS in England.

You can find more information about the NHS complaints process, what to expect from it, and other ways to give feedback, on the NHS Choices website.

If you had private dental treatment

  1. The quickest and simplest way to resolve the problem is to contact the practice, who may be able to sort it out there and then.

If an informal approach doesn’t solve the problem, ask for a copy of the complaints procedure. Any private dental practice must have one.

  1. If you have already made a formal approach to the practice, and the problem has not been resolved, you can contact the Dental Complaints Service (DCS).

If your private treatment was through a dental plan, you should contact your plan provider as they will have a complaints process.

If you have safety concerns about a dentist or practice

If the problem is so serious that you think the dental professional could be a risk to other patients, you should contact the General Dental Council (GDC), which regulates dental professionals in the UK. If the issue is serious enough, the GDC can stop individual dentists from practising. The GDC does not get involved in complaints that are being managed locally. It does not resolve complaints or award compensation.

If the problem is so serious that you think the care provided at the practice could be a risk to other patients, the Care Quality Commission (CQC) would like to know about it. CQC cannot investigate individual complaints, but its inspectors use information when they inspect services to make sure that they are meeting quality and safety standards.