Complaints Policy

At Taunton Lane Dental Practice, we are committed to providing the highest quality of care and service to our patients. However, if you are not satisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and effectively.

How to Make a Complaint

1. In Person or by Phone: Speak directly with our Practice Manager or any member of our staff. We aim to resolve any issues immediately whenever possible.

   • Phone Number: 01737 554 177
   • Office Hours:
     • Monday: 9am—1pm / 2pm—5pm
     • Tuesday: 9am—1pm / 2pm—5pm
     • Wednesday: 9am—1pm / 2pm—5pm
     • Thursday: 9am—1pm / 2pm—5pm
     • Friday: 9am—1pm
     • Saturday: 9am—2pm
     • Sunday: Closed

2. In Writing: You can send a detailed written complaint to:

   • Email: info@tauntonlanedental.co.uk
   • Postal Address: Taunton Lane Dental Practice
     15 Taunton Lane,
     Old Coulsdon,
     Surrey, CR5 1SG

Our Process

1. Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.
2. Investigation: A thorough investigation will be conducted. This may involve reviewing your dental records, speaking with staff members, and gathering any other relevant information.
3. Response: We aim to provide a full response within 10 working days. If the investigation takes longer, we will keep you informed of the progress.
4. Resolution: Our goal is to resolve your complaint to your satisfaction. If you are not happy with the response, we will inform you about the options for further steps.

External Review

If you are not satisfied with our response, you can refer your complaint to an external body:

• Dental Complaints Service (for private patients):
  • Website: Dental Complaints Service
  • Phone: 020 8253 0800
• NHS England (for NHS patients):
  • Website: NHS England
  • Phone: 0300 311 2233

We take all complaints seriously and use the feedback to improve our services continually.

Contact Us

• Email: info@tauntonlanedental.co.uk
• Phone: 01737 554 177
• Address: Taunton Lane Dental Practice
  15 Taunton Lane,
  Old Coulsdon,
  Surrey, CR5 1SG