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 quickly to your satisfaction with a telephone call or email.

If this is not the case and your concerns require further investigation, we will respond within 10 working days. We may need to ask you for further information or invite you to a meeting with the practice manager and/or one of our dentists where detailed notes will be taken.

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 respond formally with the outcome of the complaint and any practical solutions we can implement.

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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