Complaints

Last reviewed: [DATE]

If something hasn’t been right

We aim to give every patient the highest standard of care, and to make every visit a positive experience. If we ever fall short of that, we want to know — quickly, directly, and so we can put things right.

How to raise a concern

The first and best step is to speak to our Practice Manager, who is responsible for handling complaints at Appletree:

  • Phone: 028 3025 2228 (ask for the Practice Manager)
  • Email: info@appletreedental.co.uk (mark “FAO the Practice Manager”)
  • In person: at the practice, by appointment if you’d like a private conversation
  • By post: Practice Manager, Appletree Dental Care, 1 The Old Gasworks, Kilmorey Street, Newry, BT34 2DH

You can raise a concern at any time. We will take it seriously, treat it confidentially, and respond without you being made to feel uncomfortable about raising it.

What happens next

  1. We acknowledge. Within two working days of receiving your concern, we will acknowledge it in writing (or by phone if you’d prefer).
  2. We investigate. the Practice Manager will look into what happened — speaking to the clinician(s) involved, reviewing the clinical notes, and contacting you for any additional information needed.
  3. We respond. Within ten working days of acknowledgement, we will provide a full written response — what we found, what we’ll do, and what we’ll change. If the investigation needs more time, we’ll tell you why and give you a revised timeframe.
  4. You decide. If you’re satisfied with our response, that’s the end of the matter on our side. If you’re not satisfied, you have the right to take it further (see below).

If you’re not satisfied with our response

Dental Complaints Service — for complaints about private dental treatment in the UK
Phone: 020 8253 0800 · Web: dcs.gdc-uk.org

General Dental Council (GDC) — the regulator of dental professionals in the UK
Phone: 020 8167 4999 · Web: gdc-uk.org

The Information Commissioner’s Office (ICO) — for complaints about how we’ve handled your personal data
Phone: 0303 123 1113 · Web: ico.org.uk

A note on tone

You shouldn’t ever feel awkward telling us something hasn’t been right. We’re a small, long-established practice that’s been here for 20 years because we’ve consistently listened to our patients — including when they’ve told us something needed to change. A complaint handled well is part of the care; it’s not an attack on us. Please come to us first.

Confidentiality

Complaints are recorded in a complaints log kept separately from your clinical records, and shared only with the staff who need to see them for the purpose of investigation and response.