Patient Complaints Procedure

Our Commitment to You

At High St Dental Care, we are committed to providing a high standard of care and service to all our patients.

If you are unhappy with any aspect of your experience, please let us know so that we have the opportunity to listen to your concerns and, where appropriate, put things right.

We take all concerns and complaints seriously. We will:

• Listen to you and treat you with respect
• Handle your complaint fairly and confidentially
• Keep you informed throughout the complaints process
• Keep an appropriate record of your concern
• Use feedback and complaints to help improve our services

How to Raise a Concern or Make a Complaint

You can contact us in whichever way is most convenient for you:

In person or by telephone
01664 562092

By post
High St Dental Care
12 High Street
Melton Mowbray
Leicestershire
LE13 0TR

By email

info@highstdentalcare.co.uk

Online

Complaints Policy

The person responsible for managing complaints is our Practice Manager, Amanda Braithwaite.

If your concern relates to the Practice Manager or Registered Manager, you can speak to any member of our team. They will ensure that your concern is passed to the appropriate person, and alternative arrangements are in place to ensure that your complaint is handled fairly and appropriately.

If you prefer, you may ask someone to raise a complaint on your behalf, such as a family member, carer or other representative.

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What Happens Next?

Acknowledging Your Complaint

We aim to acknowledge your complaint as soon as possible and no later than 3 working days after we receive it.

At this stage, we will offer you the opportunity to discuss your complaint and how it will be handled. This may include:

• How your complaint will be investigated
• The anticipated investigation period
• When you can expect to receive a response

You may choose whether you would like to have this discussion or decline it.

Early Resolution

Where possible, we will aim to resolve your concern quickly and informally.

If your concern can be resolved promptly and you are satisfied with the outcome, a more formal investigation may not be necessary.

Investigation

If your complaint is more complex or cannot be resolved straight away, we will carry out a full and fair investigation.

We will:

• Consider your concerns carefully and objectively
• Review the relevant information and records
• Speak to relevant members of the team where appropriate
• Keep you informed of progress, usually every 10 days

Our Response

Once our investigation is complete, we will provide you with a written response explaining:

• What we have investigated
• What we found
• Our conclusions
• Any action we have taken, or intend to take, as a result of your complaint

We aim to respond as soon as reasonably possible and no later than 6 months, unless a different timeframe has been agreed with you.

If there is a delay, we will let you know, explain the reason and keep you updated.

Time Limits for Making a Complaint

It is usually helpful to raise your complaint:

• Within 12 months of the event, or
• Within 12 months of becoming aware of the issue

If you contact us after this time, we will still consider your complaint. However, there may be circumstances where the passage of time means that it is no longer possible to investigate the matter fairly and effectively.

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If You Are Not Satisfied

We hope that we can resolve your concerns directly. However, if you remain unhappy following our response, further support is available.

Financial Concerns

Support is also available if your concern relates to financial matters, treatment costs or payment arrangements.

Please speak to a member of our team, who will be happy to provide further information and explain the options available to you.

Last reviewed: 2nd June 2026