Complaints
Complaints and feedback
How to raise a concern with the practice and find independent help.
Last updated
Contact us first:
Simon Owen, our Clinical Dental Technician, is responsible for handling complaints. Any member of the team can receive your concern and pass it to him. Email enquiries@signaturedentures.co.uk, call 01538 834152, or write to Simon Owen, Signature Dentures, 16–18 Cross Street, Cheadle, Stoke-on-Trent, ST10 1NP. Tell us if you need another format or help putting the complaint in writing.
What to include:
Include only the personal or health information needed. If you prefer not to send sensitive details by ordinary email, call first. Your name and best contact details. What happened and the date where possible. Who you have already spoken to. What you would like us to do to resolve the concern.
Acknowledgement and response:
Making a complaint will not affect your standard of care. We acknowledge it within 3 working days of receipt, give you this procedure and offer to discuss how it will be handled. We aim to send a full written response within 20 working days. If that is not possible, we explain the reason, agree or explain a revised date and update you at least every 10 calendar days until the response is ready. Working days are Monday to Friday, excluding bank holidays.
A fair investigation:
We listen to the outcome you want, review the relevant information and answer each point, with an explanation, apology or practical remedy where appropriate. If your complaint concerns Simon, tell us if you would like another appropriate person to review it; we will explain the options and the independent Dental Complaints Service route. With your permission, a representative can raise a concern for you. Complaint files are kept separately from clinical records, as explained in our privacy notice.
Independent help for private dental care:
If the practice cannot resolve your complaint, the Dental Complaints Service offers free, impartial help for private dental care in the UK. It normally asks you to raise the issue with the provider first. It usually considers complaints made within 12 months of treatment or of becoming aware of the problem. Telephone 020 8253 0800, Monday to Friday, 9am–5pm. Email info@dentalcomplaints.org.uk. Post: Dental Complaints Service, Fifty Paddington, 50 Eastbourne Terrace, London, W2 6LG.
The General Dental Council:
The GDC regulates UK dental professionals and considers serious concerns about health, performance or conduct. It is not the usual route for an individual service complaint. Simon Owen is a Clinical Dental Technician, GDC registration 164114.