At Smile Manchester we strive to provide the highest quality dental care and exceptional customer service to all our patients. We understand that, on rare occasions, a patient may have concerns or issues that require attention. Our Complaints Policy aims to address these concerns in a fair, efficient, and timely manner, in accordance with the guidance provided by the NHS and the Care Quality Commission (CQC).

1.Raising a Complaint

If you have any concerns or complaints about the care or service you have received at our practice, we encourage you to discuss them directly with your dentist or a member of our staff as soon as possible. In many cases, issues can be resolved quickly and effectively through open communication.

2.Formal Complaints

If you feel that your concerns have not been adequately addressed through informal communication, you may submit a formal complaint in writing to our Practice Manager or via email. Please provide a clear and detailed account of your complaint, including the relevant dates, staff members involved, and any supporting evidence.

3.Complaint Resolution

Upon receipt of your written complaint, our Practice Manager will acknowledge your complaint within three working days and initiate an investigation. We aim to complete our investigation and provide a comprehensive response within 10 working days from the acknowledgment date. If we require additional time to thoroughly investigate your complaint, we will notify you in writing and provide an estimated completion date.

4.External Review

If you are dissatisfied with the outcome of our investigation, you can escalate the complaint, details will be provided.