Complaints Policy

We always aim to provide a high quality professional service. We welcome feedback and continually evaluate our service with a view to ongoing improvement. If you have a complaint we hope to resolve it as quickly, effectively and as smoothly as possible through our complaints procedure.

Katoomba Dental Practice complaints procedure

If you wish to make a complaint, please raise the matter with either the practice manager (Mrs Claire Beattie) or with Dr Graham Loader. This may be in either spoken or written form and can be about any part of the service that we provide.

We will acknowledge your complaint within two working days of receiving your complaint and we hope that the matter can be resolved to your satisfaction with a telephone call.

If this is not the case, we will respond within 10 working days to arrange a meeting with the practice manager and/or one of our dentists to conduct a preliminary investigation. We will complete complaint forms and take detailed notes.

We may seek guidance, if appropriate, from legal and advisory bodies such as the British Dental Council, Denplan or our Medical Protection services.

At the end of the investigation we will speak to you personally and also send you a letter to let you know what we have decided and what practical solutions we are prepared to offer.

If we are unable to resolve your complaint we will advise of appropriate organisations you may wish to speak to such as  the General Dental Council and the Care Quality Commission.

You may also use this link to contact the Dental Complaints Service.

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