Feedback And Complaints | Hacton Dental Care | Hornchurch

Feedback & Complaints

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know.
We operate a practice complaints procedure for dealing with complaints.
Our complaints system meets national criteria.

How to complain:

We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out this way and you wish to make a complaint, this should be addressed to Rajiv Sheth – Complaints Manager, or Tracy Wood – Deputy Complaints Manager.  You may ask for an appointment in order to discuss your concerns.  We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What shall we do:

We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 14 days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we investigate your complaint, we shall aim to:

* Find out what happened and what went wrong

* Make it possible for you to discuss the problem with those concerned, if you would like this

* Make sure you receive an apology where it is appropriate

* Identify what we can do to make sure the problem doesn’t happen again

Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.

Complaining on behalf of someone else:

Please note that we keep strict to the rules of clinical confidentiality.  If you are complaining on behalf of someone else, we must know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.

Complaining to NHS England:

We hope that if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  This does not affect your right to approach the NHS England if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.

Should you wish to make a direct complaint to NHS England please contact:

NHS England Customer Support Centre, PO Box 16738, Redditch, B97 9PT, Telephone: 03003112233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) Email:

Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP Telephone: 0345 015 4033 Email:

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA, Telephone: 020 8253 0800