Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure. If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Louise Bennett is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaint to 39 Dartford Road, Dartford, Kent DA1 3EG, call us on 01322 223 927 or email the Complaints Manager on info@drdc.co.uk.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed. When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can.

You may also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint. We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.

If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below. If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

You can also contact:

 

Finance

At Dartford Road Dental, we believe that quality dental care should be affordable to as many patients as possible. That is why we have options available to help spread the cost.

Get in touch

We are happy to help if you have any questions or concerns - get in touch today with our easy to use contact form. Our friendly team is waiting to hear from you!

Visit the Practice

39 Dartford Rd, Dartford, Kent DA1 3EG

When to visit

We have early opening hours!
Mon - Thurs 8:15am - 5:30pm
Friday 8:15am - 1:45pm
Saturday 9:00am - 1:45pm (appointment only)

By Bus: Bus numbers 96 and 428 stop directly outside the practice.
By Car: There is ample street parking nearby.