Aura Dental Clinic – Complaints Policy

At Aura Dental Clinic, we strive to provide the highest standard of patient care. However, if you have any concerns about your treatment or experience, we encourage you to bring them to our attention so we can resolve them as efficiently as possible.

How to Make a Complaint

Patients can make a complaint using one of the following methods:

1. In Person – Speak to our Practice Manager at the clinic.
2. By Phone – Call our reception team and request to speak with the Practice Manager.
3. By Email or in Writing – Send a written complaint to our practice via email or post.

Complaint Handling Process

• Acknowledgment: We will acknowledge your complaint within 3 working days of receipt.
• Investigation: A full review of your concern will be conducted by the relevant team members.
• Response: We aim to provide a formal response within 10 working days. If further investigation is required, we will update you on the progress.
• Resolution: If you are not satisfied with our response, you may escalate the matter to an external body.

Escalating a Complaint

If you are not satisfied with our resolution, you may contact:

For NHS Patients:

• NHS England – Call 0300 311 22 33 or email england.contactus@nhs.net
• Parliamentary and Health Service Ombudsman – Visit www.ombudsman.org.uk

For Private Patients:

• Dental Complaints Service (DCS) – Call 020 8253 0800 or visit www.dentalcomplaints.org.uk

For Regulatory Concerns (NHS & Private Patients):

• General Dental Council (GDC) – Call 020 7167 6000 or visit www.gdc-uk.org
• Care Quality Commission (CQC) – Visit www.cqc.org.uk

We value patient feedback and are dedicated to resolving any concerns in a fair and transparent manner. If you have any questions regarding this process, please do not hesitate to contact us.