Complaints Procedure

We aim to give every patient a good experience. If something falls short of that, we want to hear about it. This page explains how to raise a concern and what happens next.

Raising a concern with us

Please contact the practice in whichever way is easiest for you:

  • In person or by telephone: 0113 2588780 — ask to speak to the Practice Manager
  • By email: info@horsforthsmileclinic.co.uk
  • By post: The Practice Manager, Horsforth Smile Clinic, 2 Town Street, Horsforth, Leeds LS18 4RJ

You do not need to put your concern in writing, and you will not be treated differently as a result of raising one.

What happens next

  • We aim to acknowledge your complaint in writing within two working days.
  • Our acknowledgement will tell you who is handling it and when you can expect a full response.
  • We aim to give a full written response within ten working days. If the matter is complex and needs longer, we will tell you why and keep you updated.
  • We will investigate what happened, explain our findings clearly, and set out what we will do to put things right where appropriate.

These timescales follow the General Dental Council’s complaint-handling best practice.

If you are not satisfied with our response

If we have not been able to resolve your complaint, you can take it further at no cost to you.

Private treatment

The Dental Complaints Service is a free service funded by the General Dental Council that helps patients and dental professionals resolve complaints about private dental care.

  • Telephone: 020 8253 0800 (Monday to Friday, 9am to 5pm)
  • Website: dcs.gdc-uk.org

Concerns about a dental professional

The General Dental Council is the UK regulator for dental professionals. You can check a professional’s registration or raise a concern about their fitness to practise.

How your information is handled

We are registered with the Care Quality Commission. If you have a concern about how we have handled your personal information, you can contact the Information Commissioner’s Office at ico.org.uk.